ZOLL's Acute Care Technology division is looking to solve complex product support issues and drive product improvements through advanced troubleshooting, root cause analysis, and customer data analysis.
Requirements
- Proven expertise in advanced troubleshooting of complex issues and leadership in resolving escalated cases.
- Deep knowledge of all product features, including advanced configurations and integrations, with the ability to independently resolve complex issues.
- Uses data and trends to anticipate potential issues and prevent them before they escalate.
- Identifies and implements enhancements in support processes to improve efficiency and customer satisfaction.
- Leverages creativity and analytical thinking to introduce new solutions to recurring product challenges.
- Understands product interdependencies within the suite and offers solutions that optimize the overall product ecosystem.
- Develops the necessary knowledge to support customers in new regions (e.g., Canada), ensuring region-specific product requirements are met.
Responsibilities
- Serve as an SME for assigned SaaS products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis.
- Lead cross-functional initiatives that improve product support workflows, collaborating with product management, engineering, and marketing teams to enhance efficiency and customer satisfaction.
- Work closely with R&D to address recurring product issues by contributing insights that help shape the product roadmap.
- Ensure the quality and accuracy of knowledge base articles, acting as a knowledge approver and authoring new content as needed.
- Analyze customer data to identify trends in product usage, proposing process improvements and enhancements based on recurring issues.
- Develop a comprehensive understanding of how different products within the suite integrate, providing solutions that optimize the overall product ecosystem.
- Prepare to support international customers by developing knowledge of region-specific product requirements (e.g., Canada).
Other
- Serve as a Subject Matter Expert (SME) within the team, providing advanced product support for complex issues and playing a key role in driving product improvements.
- Mentor junior team members, providing guidance and support on advanced product knowledge and customer support techniques.
- Proactively engage with customers, using historical data to anticipate issues and prevent future escalations.
- Bachelor’s degree in a related field or equivalent professional experience.
- Typically 4-6 years of product support experience, including advanced troubleshooting.
