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Customer Service Representative
2 months ago
Location: Atlanta, GA, United States of America Company Overview: 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 WatchPAT️ 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. WatchPAT️ 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. Position Summary: As a Customer Service & Technical Support Representative, you are part of the ZOLL Itamar team that supports our customers, Sales Representatives, and Clinicians, taking inbound phone calls and assisting them with customer service questions and technical troubleshooting issues. We are looking for a high-energy, self-motivated professional who is ready to join our team. Hybrid Weekly Work Schedule: (2) days in the office (3) days remote Monday - Friday, 9:00am - 6:00pm Primary Responsibilities: Provide customer service and technical support of all Itamar Medical products and services. Receive incoming phone calls and emails - troubleshoot, research and respond to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards. Work with a diverse team 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. Retain customers through superior customer service and technical support. Qualifications: Two + years working as a customer support representative/technical support representative. Experience working remotely with an “at-home workstation.” Technical education, job experience or a combination of both. Experience with industry standard applications (MS Office, Internet Explorer, Remote Support Tools, Windows, SQL). Excellent verbal and written skills. Strong analytical and reasoning skills to effectively troubleshoot issues over the phone. Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure. Someone who is a quick learner with the ability to understand a wide range of issues and topics. Ability to work independently but who is excited to be a part of a dynamic team. Salesforce experience. Ability to communicate technical issues in a way that is understandable to non-technical customers. College degree, technical education, job experience or a combination of both. Benefits: A competitive salary. Medical, dental, vision and life insurance. Paid time off and holidays. 401(k) program. Equipment Provided: Laptop. (2) Monitors. Keyboard. Headset. Mouse. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is required to sit – perhaps at long intervals of time. The employee is required to work on a computer for long intervals. The employee is required to talk on the phone for long intervals. Supervisory Reports: This position has no direct supervisory responsibilities. #J-18808-Ljbffr
