portal resources jobs companies z zoll medical corporation customer care - technical support specialist - part time - remote

Customer Care - Technical Support Specialist - Part Time - Remote 🔥


CMS The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies. Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives. ZOLL has been Pittsburgh’s Manufacturer of the Year, one of Western PA’s Healthiest Employers, and even one of Pittsburgh’s Coolest Offices. But it’s our unique opportunity to impact people’s lives that makes ZOLL the ideal place to build your career. Job Purpose Provide technical support to patients, families, and medical professionals on the use of the LifeVest via phone and email contact.
  • Must be available to work the hours between 4pm-8pm, EST (Sun-Sat)
Duties and Responsibilities:
  • Provides technical support via phone including analysis and resolution of product or system problems, instructional support, and equipment shipping.
  • Troubleshoots issues effectively and in compliance with all associated training and work instruction.
  • Identifies specific issues regarding patient questions/concerns/complaints and utilizes advanced troubleshooting skills to resolve issues.
  • Documents all customer complaints, alleged product deficiencies, returned goods orders, change requests/change orders, sales orders, call reports and any other required documentation in applicable systems.
  • Dispatches PSRs to patient sites as required to resolve patient issues and ensure patient safety.
  • Identifies and executes the most cost-effective approach to deploy in resolution of patient concerns.
  • Provides back-up on all patient and physician issues in substitution for other departments in a 24-hour environment
  • Provides exceptional customer service to our patients, medical professionals, and field personnel.
  • Facilitates returns and equipment shipments to ensure patients receive needed equipment and all equipment is returned and tracked appropriately.
  • Appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of the LifeVest in accordance with company policy and applicable regulations.
  • Processes End of Use requests when requested and applicable in accordance with all End of Use procedures.
  • Appropriately identifies Emergency Response situations and triggers escalations in accordance with company policy and work instructions to ensure we protect patients quickly and effectively.
  • Appropriately identifies escalated issues requiring external communication and ensures that they are documented, tracked, and escalated in accordance with work instruction.
  • Works closely with Customer Support and Field Personnel to arrange patient visits with ZOLL representatives as needed to resolve issues.
  • Assists in the development and maintenance of training procedures, complaint procedures, and shipping/returning procedures.
  • May be on-call to provide support outside of normal business hours.
  • Performs other duties and tasks as assigned.
Qualifications
  • Associates/Bachelor’s degree in related field preferred or related experience.
  • Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
  • Strong customer service skills.
  • Technical aptitude or experience troubleshooting complex systems.
  • Computer literacy with Microsoft Office experience.
  • Empathy for direct patient contact. Medical Experience a plus.
  • Listening, speaking, reading, and writing fluency in Spanish a plus.
Working conditions The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. Physical requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. Supervisory responsibility None AAP/EEO Statement ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued. Equal Opportunity Employer – Disability and Veteran ZOLL now mandates COVID vaccinations subject to legal exemptions. #LI-KH1 Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification. ZOLL Medical Corporation appreciates and values diversity. We are an Equal Opportunity Employer M/F/D/V. ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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