Overview

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

• 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. 
• Thoroughly document customer ticket and profile and notate any follow up expectations. 
• Utilize trainings and practical experience to continually grow technical abilities and product knowledge. 
• Add to the existing internal and customer facing knowledge base, creating articles and blogs 
• Other job related duties as assigned 

Qualifications

Required

• 2+ years of advanced Technical Support and troubleshooting experience 
• Knowledge of Microsoft SQL Server and ability to write simple queries 
• Understanding of Network Environments- connectivity, IP Addresses, trace routes, etc. 
• Experience troubleshooting both Server and Client Windows Operating Systems 
• Experience installing and upgrading software 
• Strong verbal and written communication skills 
• Sense of logic and creative problem-solving abilities 
• Detail-oriented, well-organized work style 
• Knowledge of CRM systems and customer ticketing processes 

Preferred  

• Experience in a medical/clinical environment, or with medical software solutions 
• Experience with virtual environments (VMWare ESX) 
• Experience with remote access tools (WebEx and LogMeIn) 
• Apple iOS familiarity 
• Basic knowledge of IIS
• Familiarity with Crystal Reports 11.x 

Local candidates preferred, but US based remote candidates will be considered. This position will have on-call rotation responsibilities.

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. New team members will most likely work either 8:00 am - 5:00 pm MDT or 9:00 am - 6:00 pm MDT shifts.

The salary range for this role is $25.00 - $28.00 hourly. Final compensation for this role will be determined by various factors such as a candidate’s 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. We have stocked kitchens, free daily organic fruit delivery, an on-site fitness center and cafe, dry cleaning service and much more!  Our full benefits package includes insurance on day 1, 401(k), PTO, and tuition assistance.  
  
ZOLL appreciates and values diversity. We do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, genetic information, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. 

ADA:  ZOLL will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.