Customer Service Representative

zoll; United States; Hybrid; USD 57,308,000 - 71,635,000; Full time

Job summary

Itamar Medical, part of ZOLL Itamar, seeks a Hybrid Customer Service & Technical Support Representative to support customers, sales reps and clinicians with inquiries and troubleshooting, in a high-energy, self-motivated team.

The role requires 2+ years in customer/technical support, Bachelor's preferred, remote-work capability, and experience with MS Office, Internet Explorer, Remote Support Tools, Windows and SQL.

Qualifications

• Bachelor's Degree preferred.
• Two + years working as a customer support representative/technical support representative.
• Experience working remotely with space for an at-home workstation.
• Experience with industry standard applications (MS Office, Internet Explorer, Remote Support Tools, Windows, SQL).

Responsibilities

• Provide customer service and technical support of all Itamar Medical products and services.
• Receive incoming phone calls and emails - troubleshoot, research and respond to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.
• Work with a diverse team to investigate, assess and resolve issues in accordance with established guidelines and policies. Inform Customer Service Manager of all unresolved issues.
• Keep accurate records and document actions and discussions.
• Understand and educate customers about all Itamar Medical products and services.
• Retain customers through superior customer service and technical support.

Skills

Customer support

Technical support

Remote work

MS Office

SQL

Windows

Communication skills

Salesforce experience

Education

Bachelor's Degree preferred

Tools

Remote Support Tools

Salesforce

Job description

ItamarAt 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.

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Job Summary

As a Hybrid Customer Service & Technical Support Representative, you are part of the Itamar Medical team that supports our customers, sales reps, and clinicians, taking inbound phone calls and assisting them with customer service questions and technical troubleshooting issues. We are looking for a high-energy, self-motivated professional who is ready to join our team.

Essential Functions

• Provide customer service and technical support of all Itamar Medical products and services.
• Receive incoming phone calls and emails - troubleshoot, research and respond to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.
• Work with a diverse team to investigate, assess and resolve issues in accordance with established guidelines and policies. Inform Customer Service Manager of all unresolved issues.
• Keep accurate records and document actions and discussions.
• Understand and educate customers about all Itamar Medical products and services.
• Retain customers through superior customer service and technical support.

Required/Preferred Education and Experience

• Bachelor's Degree preferred
• Two + years working as a customer support representative/technical support representative
• Experience working remotely with space for an "at-home workstation"
• Experience with industry standard applications (MS Office, Internet Explorer, Remote Support Tools, Windows, SQL)

Knowledge, Skills and Abilities

• Excellent verbal and written skills
• Strong analytical and reasoning skills to effectively troubleshoot issues over the phone
• Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure
• Someone who is a quick learner with the ability to understand a wide range of issues and topics
• Ability to work independently but who is excited to be a part of a dynamic team
• Patience
• Salesforce experienceAbility to communicate technical issues in a way that is understandable to non-technical customers
• Ability to work between the hours of 7:00am and 8:00pm

Physical Demands

Employee is continuously required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear (up to 98% of an average 8-hour day).

The employee must occasionally lift or move up to 20 pounds (up to approximately 5% of an average 8-hour day).

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

This job must use ergonomic tools and correct posture along with correct procedures for lifting, bending, squatting, carrying, pulling and reaching.

Digital dexterity and hand/eye coordination in operation of office equipment.

Ability to speak to and hear customers and/or other employees via phone or in person is required.

Body motor skills enough to enable incumbent to move from one office location to another.

Company Culture

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.

Salary

• The hourly pay rate for this position is: $20.00 to $20.00
• Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com .