Technical Helpdesk Specialist
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Job Summary
At ZOLL we offer innovative technologies that make a real difference to peoples lives. Our medical devices software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
Location: Runcorn Office Onsite - 5 days per week. Following successful probation period 1 day remote working offered
As a Technical Support Helpdesk Representative you will deliver support for our medical device products assisting both internal and external customers through phone and email. This role involves addressing product-related inquiries as well as coordinating with other teams to escalate issues and ensure customer satisfaction. You will perform a variety of duties at ZOLL Medical UK including but not limited to the following functions:
Tasks
Supporting customer complaints (telephone e-mail)
Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals
Documenting complaints using Service Requests (SRs) in the Oracle database in accordance with ZOLL global Standard Operating Procedures (SOPs) and in the local KANBAN system
Organizing return of customer product
Reporting special incidents to the supervisor in accordance with MHRA
Tracking of loaned devices for customers (retrieval of loaned devices)
Order processing / order entry in Oracle
General service administration
Requirements
2 year degree/certificate in electronics/biomedical (preferred) or equivalent experience
Minimum of 2 years prior technical support experience working directly with customers or equivalent experience working in a technical capacity within the industry.
Fluent versed in English language (verbal and written)
Excellent communication and interpersonal skills
High attention to detail
Strong troubleshooting and problem solving skills
High self-confidence and self-management skills
A customer-oriented person
Team player with a positive attitude
Practical experience with Microsoft Office products
Proper phone etiquette and effective listening skills
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
ZOLL® Medical Corporation, an Asahi Kasei company, develops and markets medical devices and software solutions that help advance emergency care and save lives.
