Application Support Specialist

ZOLL Medical Corporation; Runcorn; On-site; GBP 30,000 - 50,000; Full time

Job description

Acute Care Technology

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

We are looking for a motivated and talented candidate to complement our operations in Europe. Collaborating closely with the Pre Sales, Sales, and Operations teams, this role will play a key part in the installation, support, and configuration of ZOLL Code Data products. Providing support to the Sales Engineering team facilitating troubleshooting technical queries, offering product expertise, ultimately ensuring customer satisfaction.

Specific Responsibilities

1. Act as primary Code Data customer support point of contact for existing customers, setting realistic and achievable deadlines to issue resolution.
2. Assuring any technical issues customers encounter are resolved in a timely manner, improving their overall experience with the product.
3. Guide users through troubleshooting steps.
4. File detailed documentation-support on ticket resolution and updating knowledge bases.
5. Installation, training, and configuration of ZOLL Software and Hardware Solutions including but not limited to ZOLL Code Data software products.
6. Responsible for resolution of customer complaints and qualified and documented escalation to Tier 2 Support.
7. Collaborate with cross-functional teams to develop training materials focused on Code Data support troubleshooting.
8. Communicate with coworkers to diagnose problems.
9. Ability to travel to customer premises where necessary (Estimated 15-25%).

Technical Skills and Troubleshooting

1. Experience in providing support to a sales organization that focuses on selling complex enterprise and hosted software solutions.
2. Experience installing and upgrading software.
3. Experience with Zendesk solutions.
4. Experience with Virtual Environments like Amazon Web Services.
5. Experience using remote connection software and VPN.
6. Working knowledge of Microsoft Active Directory.
7. Microsoft Windows Server installation and troubleshooting.
8. Networking experience including firewall principles.
9. Working knowledge of Certificates.
10. Working knowledge of Microsoft SQL Server database.

Technical Skills

1. Strong analytical and problem-solving skills.
2. Familiarity with support ticketing software.
3. Minimum of 3 years’ experience in a similar role.
4. Professional qualifications in Information Technology (or equivalent).
5. Full proficiency in English; additional languages are a significant advantage.
6. Knowledge and understanding of EMS & Hospital IT Systems is a plus.

Soft Skills

1. Excellent communication skills, both written and verbal.
2. Strong team player with a collaborative mindset.
3. Ability to work effectively within a large and complex organization.
4. Ability to prioritize and manage multiple projects and milestones efficiently.

Career Path

The Application Support Specialist role, while not directly involved in sales, plays a vital part in customer retention and satisfaction. In this role, you will build a strong technical foundation by diagnosing issues, resolving customer queries, and ensuring a positive user experience. Your ability to understand customer requirements and effectively communicate resolutions will be key to developing long-term relationships both with colleagues and customers.

As you gain experience, there may be an opportunity to transition into a Sales Engineer role, where your in-depth product knowledge will be a great asset to the sales team. In this eventuality, you will work closely with new customers, understand their needs, deliver technical demonstrations, and support the ZOLL sales team to successful sales. Your experience in support will give you perspective, allowing you to anticipate customer challenges and position the Code Data products in the most effective way.

This career progression offers the chance to build on your technical expertise while also developing essential communication and sales skills, creating new opportunities for growth in both technical and customer-facing roles.