Job description

ZOLL Data Systems, a division of ZOLL Medical Corporation, is a healthcare software solutions provider that empowers hospital, EMS and Fire, and billing/accounts receivable (AR) teams to deliver more—from better patient outcomes to operational efficiencies and greater revenue capture. Our business exists to help save more lives through data-driven innovation and interoperability, opening new pathways for our customers to achieve the highest levels of care, collaboration, and reimbursement.

Job Summary:

This isn’t your average Tech Support role - every day is unique and challenging as we support ZOLL Data Customers: Medics, Firefighters, Dispatchers, and Medical Billers. To thrive in this role, you must be a patient and empathetic listener, collaborative and proactive problem solver, and have a thirst for knowledge and professional growth!

Successful candidates will have access to an extensive training program on our applications and their use in the industry, and on-the-job training classes to further their skill set. We have an informal environment that allows for relationship building and a fun team comradery.

Responsibilities:

• Application support for both SaaS products and Mobile installed modules daily
• Utilize advanced troubleshooting methods to provide technical software and application support to ZOLL Data Systems clients
• Diagnose, service, and provide solutions for a variety of highly technical issues including new software installs, configurations, and upgrades, network, and system connectivity issues, etc.
• Utilize Salesforce to create and resolve support tickets via internal partners, phone, email, and click to chat, consistently ensuring high quality while meeting established SLAs
• Monitor and document progress of ongoing client inquiries via our online support ticketing system until resolution is reached
• Assist in support initiatives such as building best practice documentation, training documentation for clients, helping to build a knowledge base library for clients and fellow support associates
• Add to the existing internal and customer facing knowledge base, creating articles and blogs
• Coordinate with vendor technical support teams and external agencies when necessary

Qualifications:

Required

• 2+ years of Technical Support and troubleshooting experience
• Experience troubleshooting both Server and Client Windows Operating Systems
• Experience installing and upgrading software
• Ability to work an on-call rotation
• Apple iOS / Android familiarity
• Strong verbal and written communication skills
• Sense of logic and creative problem-solving abilities
• Detail-oriented, well-organized work style
• Collaborative and team oriented

Preferred

• Understanding of Network Environments- connectivity, IP Addresses, HTTPS, trace routes, etc.
• Experience with remote access tools
• Familiarity with relational databases
• Industry experience working with or as a Medic, Firefighter, Dispatcher, or Medical Biller

ZOLL Technical Support hours of operation are 6:00 AM to 6:00 PM MDT. Support technicians are expected to work a 40-hour work week.

The hiring range for this position is $25.00-$28.00/hour. Final compensation will be determined by various factors such as a candidate’s years of relevant work experience, skills, certifications, and location.

Perks & Benefits:

ZOLL provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. Our benefits package includes:

• Flexible remote work environment
• Generous 401(k) match
• Medical, dental, vision insurance (eligibility starts your first day of employment!)
• Flexible spending accounts
• STD/LTD
• Paid time off
• Technology allowance of $115/month for technology and communication expenses
• Tuition assistance of up to $5,250.00 annually after successful completion of 12 months of employment

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• On call

Experience:

• Customer support: 2 years (Preferred)

Work Location: Remote

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