Bilingual Help Desk Representative

ZOLL Medical Corporation; Mississauga; On-site; CAD 50,000 - 85,000; Full time

Job summary

An innovative firm is seeking dedicated individuals to join their Acute Care Technology team. This role involves providing exceptional customer support at the helpdesk, addressing complaints, documenting service requests, and troubleshooting issues using critical thinking. With a focus on improving patient outcomes, the position requires a Bachelor's degree in engineering or technology and 3-5 years of helpdesk experience. Join a company that values diversity and is committed to making a difference in patients' lives, all while enjoying a career with purpose and growth opportunities.

Qualifications

• Bachelor's degree in engineering or technology required.
• 3-5 years of helpdesk experience necessary.

Responsibilities

• Answer customer complaints and document them in Oracle database.
• Troubleshoot failures and support software upgrades over the phone.

Skills

Communication Skills

Troubleshooting Skills

Interpersonal Skills

Attention to Detail

Self-management

Education

Bachelor's Degree in Electrical Engineering

Bachelor's Degree in Biomedical Engineering

Bachelor's Degree in Biomedical Technology

Tools

Oracle Database

Job description

Acute Care Technology

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

At ZOLL, you won’t just have a job. You'll have a career—and a purpose.

Join our team. It’s a great time to be a part of ZOLL!

Job Summary

Perform various duties at ZOLL Canada Technical Support Department helpdesk.

Essential Functions

1. Answer customers’ complaints on helpdesk
2. Document complaints on Service Requests (SRs) in Oracle database as per ZOLL Canada Standard Operating Procedures (SOPs)
3. Follow up on loaners with customers (loaners’ retrieval)
4. Troubleshoot failures with customers over the phone using critical thinking and referencing ZOLL’s tools and manuals
5. Support customers with software upgrades and data communication over the phone
6. Possible future 24/7 rotational on-call support for English and French customers
7. Other tasks as assigned depending on workload

Required/Preferred Education and Experience

1. Bachelor's Degree in electrical, electronic, or biomedical engineering or biomedical technology from a college or university (required)
2. Fluently bilingual in English and French (oral and written) (required)
3. 3-5 years of similar work experience in a helpdesk (required)

Knowledge, Skills and Abilities

1. Excellent communication and interpersonal skills
2. High attention to detail
3. Strong troubleshooting skills
4. High self-awareness and self-management soft skills
5. A customer-focused individual
6. Team player with a positive attitude

Preferred Languages

1. English - Intermediate
2. French - Intermediate

Travel Requirements

1. Travel to the United States will be required periodically

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation, and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

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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