Product Support Specialist

Davita Inc.; Town of Texas (WI); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in acute care technology is seeking a Product Support Specialist II to provide expert support for critical SaaS tools. In this remote role, you will troubleshoot customer inquiries, analyze complex issues, and collaborate with cross-functional teams to deliver responsive service. Ideal candidates will have 2-4 years in product support, exceptional problem-solving skills, and a passion for helping customers.

Qualifications

• 2-4 years in customer or product support, ideally in SaaS or healthcare.
• Experience with billing systems or insurance workflows is a plus.
• Strong troubleshooting and analytical skills with clear communication.

Responsibilities

• Tackle advanced customer inquiries about ZOLL SaaS products.
• Analyze root causes of complex issues and provide timely solutions.
• Collaborate with other departments and contribute to knowledge base.

Skills

Clear communication

Troubleshooting

Analytical thinking

Documentation practices

Education

High school diploma

Bachelor's degree or equivalent experience

Tools

Salesforce

Five9

Microsoft Teams

Slack

Power BI

Windows OS

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.

Job Type

Remote

Why ZOLL?

At ZOLL Acute Care Technology, we're driven to save lives through SaaS solutions that empower EMS, hospital, and billing teams. As a Product Support Specialist II, you'll play a vital role-delivering expert support for the critical software tools our customers depend on every day. We're a close-knit, dynamic team that values collaboration and impact. If you're ready to troubleshoot, analyze, and support meaningful work with care, join us remotely-or from Colorado-and help make a difference.

What You'll Do

• Troubleshoot Like a Pro: Tackle advanced customer inquiries about ZOLL SaaS products, identifying and resolving workflow or self-service issues with clear documentation in Salesforce using our ZOLL Diagnostic Method (ZDM).

• Analyze & Solve: Apply analytical thinking to uncover root causes of complex issues-such as billing questions or workflow delays-and provide timely solutions that keep our customers moving forward.

• Collaborate Proactively: Work independently on most cases while engaging peers and senior team members for guidance as needed. Partner across departments like Software Support or Product/R&D through Jira Service Desk when escalation is appropriate.

• Build Resources: Help grow our knowledge base by creating and updating helpful, real-world articles in Salesforce and Confluence for customers and teammates alike.

• Work Together: Collaborate with CSO teams (e.g., Implementation, Account Management) and others (e.g., Sales) to ensure smooth, seamless support using tools like Five9, Microsoft Teams, and Slack.

• Support the Team: Share insights and offer guidance to newer teammates, contributing to a culture of learning and swarming support.

• Deliver Results: Provide responsive, empathetic service, turning customer challenges into solutions with professionalism and care.

What Success Looks Like

• You respond promptly and meet deadlines with confidence.

• Your ZDM-based notes in Salesforce are detailed, clear, and easy for others to follow.

• You resolve cases efficiently, contributing to strong customer satisfaction.

• You actively contribute to team learning and knowledge-sharing, helping improve the overall support experience.

What You Bring

• Experience: 2-4 years in customer or product support, ideally within SaaS or healthcare software. Familiarity with billing systems or insurance workflows is a plus.

• Core Skills: Clear communication (written and verbal), strong documentation practices, and outstanding troubleshooting and analytical thinking.

• Tech Skills: Proficiency with Salesforce, Five9, Microsoft Teams, and Slack; exposure to Power BI is a bonus. Familiarity with Windows OS (Client and Server), software installs, and upgrades is preferred.

• Approach: A passion for helping customers, a positive and curious mindset, and a collaborative spirit.

• Education: High school diploma required; bachelor's degree or equivalent experience preferred.

The pay range for this position is $18-$28 / hourly. Final compensation will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and location.

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's 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.