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.

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 Type

Hybrid

Job Summary

As a Customer Support Lead, you are the owner of ZOLL Itamar support activities covering EMEA and APAC regions, including customers, sales reps, and clinicians, while assisting them with customer service questions and technical troubleshooting issue.

Essential Functions

• Analytical skills to investigate, troubleshoot and resolve customer support cases.
• Analytical skills to identify trends of technical issues in ZOLL Itamar products and present it via numbers and charts.
• Oversee the day-to-day operations of the Customer Support Team
• Point of contact for customer escalations
• Provide advanced Customer Support for both internal and external customers.
• Assist customer support staff with answering calls, emails and other duties where required.
• Ensure that all customer inquiries and issues are resolved correctly and, in a prompt, and professional manner.
• Review all technical support related processes and documentation for continuous improvement.
• Performing additional duties where needed
• Provide customer service and technical support for all Itamar Medical products and services.
• Ensuring proper management of the complaints handling process
• Work with a diverse team (R&D, Sales, Logistics, and others) 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.

Required/Preferred Education and Experience

• Bachelor’s degree in engineering (or similar).
• 2 years of experience as a customer support rep.
• Experience with medical device products and HIPPA (preferred)
• Experience with industry standard applications (MS Office, Internet Explorer, Google Chrome, Remote Support Tools)
• Advanced MS Excel expert (pivot, graphs, advance tools)
• CRM experience (Salesforce preferred)
• Strong client-facing and communication skills in English both verbal and written.
• Strong analytical and reasoning skills to effectively troubleshoot issues.
• Highly organized person with exceptional attention to details, ability to multi-task and work under pressure
• Quick learner with the ability to understand a wide range of issues and topics.
• Self-motivated professional and a high-energy who is excited to be a part of a dynamic team.
• Someone who is a quick learner with the ability to understand a wide range of issues and topics.
• Ability to communicate technical issues in a way that is understandable to non-technical customers.
• Self-motivated professional and a high-energy who is excited to be a part of a dynamic team.
• Flexible work hours to support global activity as needed

Language: English – excellent (must), other - advantage