Product Support Specialist II

Role overview

As a Product Support Specialist II, you will handle more complex customer inquiries and provide advanced support for assigned cloud-based ZOLL SaaS products. You will work with greater independence, troubleshoot advanced issues, collaborate across teams for multi-product workflows, and help improve customer satisfaction through trend analysis and knowledge base contributions.

Responsibilities

• Provide advanced troubleshooting for assigned ZOLL products; use analytical skills to identify root causes
• Handle complex issues independently, escalating only critical/unresolved cases
• Collaborate with other teams to resolve issues spanning multiple products and user workflows
• Contribute to the knowledge base by creating and updating articles for complex problems
• Analyze customer cases to identify product trends and propose preventative support initiatives
• Take a proactive approach by recognizing potential customer challenges before they escalate
• Cross-train on additional products within the suite to broaden understanding of the ecosystem

Requirements

• Bachelor’s degree in a related field or equivalent experience in product/support roles
• Typically 2–4 years of technical/product support experience
• Proven ability to troubleshoot complex product issues and collaborate across teams

Skills/abilities

• Analytical thinking, strong problem-solving, and effective communication
• In-depth knowledge of the assigned SaaS product’s advanced features and integrations
• Advanced customer service tailored to complex needs
• Familiarity with Knowledge-Centered Service (KCS) practices for documentation
• Ability to perform product trend analysis from customer usage/cases