Product Support Specialist II (SaaS)

TL;DR

Product Support Specialist II (SaaS): Handling complex functional customer inquiries and providing advanced support for specific ZOLL SaaS products with an accent on advanced problem-solving skills and cross-team collaboration. Focus on identifying root causes, proactive engagement to prevent issues, and contributing to the knowledge base.

Location: Remote (US-based)

Salary: $3,680–$4,160 monthly (USD)

Company

hirify.global develops and delivers innovative lifesaving medical devices, software, and related services globally, aiming to improve patient outcomes and save lives.

What you will do

• Provide advanced troubleshooting for assigned ZOLL products, identifying root causes of customer issues.
• Handle complex issues independently, escalating only critical problems to senior team members.
• Collaborate with other teams to address multi-product issues, ensuring seamless cross-product support.
• Contribute to the knowledge base by creating and updating articles with solutions to complex problems.
• Identify product trends through customer case analysis, proposing preventative support initiatives.
• Proactively recognize potential customer challenges and address them before escalation.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 2-4 years of technical or product support experience.
• Demonstrated ability to troubleshoot complex product issues.
• Strong analytical thinking and problem-solving abilities.
• In-depth understanding of assigned SaaS product’s advanced features and integrations.
• Effective communication skills and advanced customer service capabilities.

Culture & Benefits

• Work in a fast-growing company operating in over 140 countries.
• Be part of a team committed to improving patient lives.
• Culture values innovation, self-motivation, and an entrepreneurial spirit.
• Access to comprehensive benefits plans.
• Opportunity for cross-training on additional products within the suite.