Support Jobs in Chelmsford, MA

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1d ago

Technical Support Representative II

Zoll Medical Corporation Chelmsford, MA

Chelmsford, MA

1d ago

$33 - $36/hr Full time Contact Center Customer Service Customer Support

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Job Description

What we offer

This onsite role in Chelmsford, MA pays $33-$36 per hour and places you into a collaborative team focused on supporting ZOLL medical device products. You will engage with cross-functional colleagues, mentor peers, and stay current on product updates and procedures. The position includes an on-call rotation for after-hours support and occasional travel to customer sites.

Responsibilities

Provide daily Tier I and II technical support for ZOLL products by phone and email, applying advanced troubleshooting skills to resolve complex issues.
Follow up with customers to ensure timely and satisfactory resolutions.
Document all customer interactions, claims, and Service Requests in the Oracle tracking system with accuracy.
Serve as a resource and mentor for junior representatives, offering guidance, training, and support.
Collaborate with product management and cross-functional teams to support ZOLL products.
Participate in an on-call rotation to provide after-hours support for urgent customer needs.
Represent ZOLL with professionalism and strong customer-service standards in all interactions.
Travel occasionally to customer sites for troubleshooting, installation support, or hands-on technical assistance.
Research and analyze required information using available tools, documentation, and system resources.
Maintain current knowledge of product updates, system changes, and new procedures.
Exercise independent judgment in resolving issues and making recommendations, with minimal instruction on routine tasks and general guidance on new assignments.

Requirements

Bachelor's degree in Electronics, Biomedical Engineering, or related field is preferred, or equivalent technical experience.
Associate degree or Electronic Certification with 5+ years of relevant technical experience.
Minimum of 3+ years of related experience in technical support, field service, or a similar customer-facing technical role.
Prior experience working directly with customers in a technical support capacity is required.
Experience in a clinical or medical environment is preferred.
Demonstrated proficiency performing complex tasks, applying broad operational knowledge, and working with limited supervision.
EMT and/or Paramedic certification is preferred, with at least 2 years of complementary experience.

Technologies

Oracle tracking system

Physical Demands

Standing — Occasionally
Walking — Occasionally
Sitting — Constantly
Talking — Occasionally
Hearing — Occasionally
Repetitive motions — Frequently

ADA accommodations

The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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