276 Customer Support Specialist jobs in Monaca

Support Ticket Triage: Review and prioritize incoming support tickets by filling in key details in Zoho Desk, gathering additional information from requestors, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team.
Ticket volume: daily = 15-25 (ticket could take as little as 5 min+)
Internal + external support
Account Access Updates: Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations, including updating access permissions, removing users, and making changes related to Broker of Record (BOR) changes user removals.
Notification of Account Creation: Welcome new users by sending outreach communications that include training materials and registration information.
98% of communication will be through email but will also be picking up phone to talk to clients
Zoho Desk (Help Desk) Monitoring: Monitor open help desk tickets for compliance with Service Level Agreements (SLAs), follow up with teams to ensure timely resolution, and address any tickets that are at risk of breaching SLA standards.
Upsell Additions: Update user access and notify external parties when upsell additions occur (e. g., HPT, Quantros, GIC).
Hand-Off Calls: Participate in Project Manager (PM) hand-off calls for new go-lives to understand organization-specific details and user access needs and follow up with clients by providing training materials and registration information.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to com.

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Bachelors degree
Zoho desk
At least 1 year of client-facing customer support experience
Microsoft office, Excel, etc.
Healthcare background/terminology experience
Great communication & ability to multitask

Join our team as a Bilingual Customer Support Specialist! In this role, you will connect with wholesale and retail customers, identifying their needs and providing expert guidance on Sherwin-Williams products. Your mission will be to resolve customer inquiries promptly while ensuring exceptional client satisfaction. You will also keep up-to-date with product features and uphold the store's visual and quality standards.

As a key member of our team, you will help achieve our sales goals while offering top-tier customer service.

This position involves engaging with customers of all ages, which may include handling financial transactions and interacting with valuable store items. Therefore, a background check will be conducted to maintain the safety and security of everyone involved.

The selected candidate will work at Store #701177, located at: 1611 W State St., New Castle, PA 16101.

At Sherwin-Williams, our purpose is to inspire and improve the world through our innovative solutions, transforming spaces with color. We value our employees and are dedicated to providing:

• Health and Wellness: A comprehensive benefits package aimed at enhancing your well-being.
• Career Development: Opportunities for learning and skills development to further your career.
• Community Connection: A commitment to inclusivity and support for our communities.

Your journey starts here—let's create your possibilities!

How to Apply:

1. Step 1 - Online Application: Visit our Careers page to find the position that excites you. Set aside about 15 minutes to create your profile.
2. Step 2 - Digital Interview: Qualified applicants will be invited to complete a video interview. You'll receive behavioral questions, and you can complete this step at your convenience within a week.
3. Step 3 - In-Store Interview: Top candidates will be invited for an in-store interview with our team.

Your well-being is our priority. We offer a wide range of benefits for you and eligible family members. For more information about our offerings, please refer to our benefits overview.

Compensation varies based on individual qualifications and location specifics, as we consider various factors in our decision-making process.

Sherwin-Williams is an Equal Opportunity Employer, welcoming applicants from diverse backgrounds without discrimination. We comply with all relevant laws regarding employment and are committed to providing a fair hiring process.

Protecting our applicants and employees is paramount; thus, we will never ask for sensitive personal information during the application process.

• Ensure high levels of customer satisfaction through excellent sales service.
• Assist customers in person and over the phone, determining needs and presenting suitable products.
• Build effective trust relationships with customers.
• Accurately process sales transactions according to company policy.
• Meet and exceed sales goals on a regular basis.
• Maintain accurate work order files and formulas.
• Prepare and mix products to meet customer specifications.
• Organize the sales floor and maintain displays.
• Maintain cleanliness of store equipment.
• Help with loading/unloading delivery trucks.
• Support delivery operations as needed.
• Ensure that assigned areas are stocked and presentable.
• Stay informed about product offerings and options.
• Adhere to inventory control procedures and suggest improvements.

Minimum Requirements:

• Must be at least 18 years of age.
• Authorized to work in the country without sponsorship.
• Proficient in both English and Spanish.
• Valid Driver's License required.
• Ability to lift up to 50 lbs frequently; 70 lbs occasionally.
• Willingness to work flexible hours, including evenings and weekends.

Preferred Qualifications:

• High School diploma or GED.
• 1 year of experience in retail or customer service.
• Experience in selling paint and related products.
• Familiarity with tinting and mixing equipment.

• Receive inbound phone calls to resolve routine and new issues with patients, doctors and insurers
• Provide patient care to accurately support pharma programs and triage to appropriate teams when required
• Strive to meet and exceed structured performance targets.
• Document all call information and data discovery according to operating procedures
• Utilize Knowledge Base materials as a foundation for resolving inquiries
• Maintain confidentiality of patient and proprietary information
• Develop a working knowledge of company related security and privacy practices.
• Participate in continued education on product changes, new features and product launches
• Help improve the patient experience by sharing feedback with management to further develop the product, materials and processes

• Receive inbound phone calls to resolve routine and new issues with patients, doctors and insurers
• Provide patient care to accurately support pharma programs and triage to appropriate teams when required
• Strive to meet and exceed structured performance targets.
• Document all call information and data discovery according to operating procedures
• Utilize Knowledge Base materials as a foundation for resolving inquiries
• Maintain confidentiality of patient and proprietary information
• Develop a working knowledge of company related security and privacy practices.
• Participate in continued education on product changes, new features and product launches
• Help improve the patient experience by sharing feedback with management to further develop the product, materials and processes

• Full time position hourly, on-site 5 Penn Center Blvd, Robinson Township, Pittsburgh, PA
• Availability for Monday-Friday : 8 AM- 4 PM, 11 AM- 7 PM, 12 PM - 8 PM OR 1 PM- 9 PM EST
• OR open for availability for 4 day 10 hour shifts from 11am-9 pm EST OR 10am-8pm EST
• Availability for rotating Saturday shifts 9am-5pm
• Scheduling flexibility, as your schedule may change over time according to business needs

• Medical, dental, and vision insurance plans that fit your needs
• 401(k) retirement plan
• Daily meal stipend for onsite marketplace
• Pre-tax transit benefits and free onsite parking

• High school diploma or GED required, Bachelor's degree strongly preferred
• Customer service or inbound call center experience required
• Healthcare, pharmacy or other relevant industry experience strongly preferred
• Strong verbal and written communication skills
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• A passion for providing top-notch patient care
• Ability to work with peers in a team effort and cross-functionally
• Strong technical aptitude and ability to learn complex new software

• Receive inbound phone calls to resolve routine and new issues with patients, doctors and insurers
• Provide patient care to accurately support pharma programs and triage to appropriate teams when required
• Strive to meet and exceed structured performance targets.
• Document all call information and data discovery according to operating procedures
• Utilize Knowledge Base materials as a foundation for resolving inquiries
• Maintain confidentiality of patient and proprietary information
• Develop a working knowledge of company related security and privacy practices.
• Participate in continued education on product changes, new features and product launches
• Help improve the patient experience by sharing feedback with management to further develop the product, materials and processes

• Receive inbound phone calls to resolve routine and new issues with patients, doctors and insurers
• Provide patient care to accurately support pharma programs and triage to appropriate teams when required
• Strive to meet and exceed structured performance targets.
• Document all call information and data discovery according to operating procedures
• Utilize Knowledge Base materials as a foundation for resolving inquiries
• Maintain confidentiality of patient and proprietary information
• Develop a working knowledge of company related security and privacy practices.
• Participate in continued education on product changes, new features and product launches
• Help improve the patient experience by sharing feedback with management to further develop the product, materials and processes

• Full time position hourly, on-site 5 Penn Center Blvd, Robinson Township, Pittsburgh, PA
• Availability for Monday-Friday : 8 AM- 4 PM, 11 AM- 7PM,12 PM - 8PM OR 1PM- 9PM EST
• OR open for availability for 4 day 10 hour shifts from 11am-9 pm EST OR 10am-8pm
• Availability for rotating Saturday shifts 9am-5pm
• Scheduling flexibility, as your schedule may change over time according to business needs

• Medical, dental, and vision insurance plans that fit your needs
• 401(k) retirement plan
• Daily meal stipend for onsite marketplace
• Pre-tax transit benefits and free onsite parking

• Bilingual Spanish required
• High school diploma or GED required, Bachelor's degree strongly preferred
• Customer service or inbound call center experience required
• Healthcare, pharmacy or other relevant industry experience strongly preferred
• Strong verbal and written communication skills
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• A passion for providing top-notch patient care
• Ability to work with peers in a team effort and cross-functionally
• Strong technical aptitude and ability to learn complex new software

• Receive inbound phone calls to resolve routine and new issues with patients, doctors and insurers
• Provide patient care to accurately support pharma programs and triage to appropriate teams when required
• Strive to meet and exceed structured performance targets.
• Document all call information and data discovery according to operating procedures
• Utilize Knowledge Base materials as a foundation for resolving inquiries
• Maintain confidentiality of patient and proprietary information
• Develop a working knowledge of company related security and privacy practices.
• Participate in continued education on product changes, new features and product launches
• Help improve the patient experience by sharing feedback with management to further develop the product, materials and processes

• Bilingual Korean required, with strong command of the English language
• High school diploma or GED required, Bachelor's degree strongly preferred
• Customer service or inbound call center experience required
• Healthcare, pharmacy or other relevant industry experience strongly preferred
• Strong verbal and written communication skills
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• A passion for providing top-notch patient care
• Ability to work with peers in a team effort and cross-functionally
• Strong technical aptitude and ability to learn complex new software

• Full time position, on-site in Pittsburgh
• Availability Monday-Friday across various shifts, including 8am-4pm, 9am-5pm, 10am-6pm, 11am-7pm, 12pm-8pm, and 1pm-9pm
• OR open for availability for 4 day 10 hour shifts from 10am-8 pm
• Availability for rotating Saturday shifts 9am-5pm
• Scheduling flexibility, as your schedule may change over time according to business needs

• Medical, dental, and vision insurance plans that fit your needs
• 401(k) retirement plan
• Paid time off, sick time & holidays
• Paid parental/baby bonding leave
• Daily meal stipend for onsite marketplace
• Pre-tax transit benefits and free onsite parking

• Receive inbound phone calls to resolve routine and new issues with patients, doctors and insurers
• Provide patient care to accurately support pharma programs and triage to appropriate teams when required
• Strive to meet and exceed structured performance targets.
• Document all call information and data discovery according to operating procedures
• Utilize Knowledge Base materials as a foundation for resolving inquiries
• Maintain confidentiality of patient and proprietary information
• Develop a working knowledge of company related security and privacy practices.
• Participate in continued education on product changes, new features and product launches
• Help improve the patient experience by sharing feedback with management to further develop the product, materials and processes

• Bilingual Vietnamese required, with strong command of the English language
• High school diploma or GED required, Bachelor's degree strongly preferred
• Customer service or inbound call center experience required
• Healthcare, pharmacy or other relevant industry experience strongly preferred
• Strong verbal and written communication skills
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• A passion for providing top-notch patient care
• Ability to work with peers in a team effort and cross-functionally
• Strong technical aptitude and ability to learn complex new software

• Full time position, on-site in Pittsburgh
• Availability Monday-Friday across various shifts, including 8am-4pm, 9am-5pm, 10am-6pm, 11am-7pm, 12pm-8pm, and 1pm-9pm
• OR open for availability for 4 day 10 hour shifts from 10am-8 pm
• Availability for rotating Saturday shifts 9am-5pm
• Scheduling flexibility, as your schedule may change over time according to business needs

• Medical, dental, and vision insurance plans that fit your needs
• 401(k) retirement plan
• Paid time off, sick time & holidays
• Paid parental/baby bonding leave
• Daily meal stipend for onsite marketplace
• Pre-tax transit benefits and free onsite parking

CMS

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

ZOLL Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

• LifeVest, the world first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.

• HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.

• TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need.

ZOLL has been Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career.

Job purpose

The Product Technical Support Specialist - Tier 1 plays a critical role in providing patients, families, and medical professionals with exceptional technical guidance and support for ZOLL Cardiac Management Solutions (CMS) products and services by phone, email, and other channels guaranteeing prompt and precise resolutions. This role will be essential in identifying and analyzing system and user problems and reporting accordingly.

Available Shift(s)

* Monday, Wednesday-Saturday 2P-1030P (Days off Sunday and Tuesday) *T raining Period approx. 8-10 weeks M-F 8A-4:30P ET

Duties and responsibilities

* Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues.

* Have an in-depth understanding of products and technical troubleshooting requirements to effectively guide or educate patients and/or customers in proper product maintenance and use.

* Ensure adherence to regulatory guidelines in product support activities.

* Assist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients.

* Document and maintain comprehensive records of customer interactions for future reference and continuous improvement.

* Identify, record, and document alleged deficiencies related to the product, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations.

* Utilize strong interpersonal communication and excellent customer service skills while engaging with patients, Field Sales, medical personnel, and cross functional colleagues to provide timely product education and issue resolution.

* Provide 24/7 back-up on all patient and clinician support in substitution for cross-functional departments.

* Identify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems.

* Stay current with product updates, technical specifications, and troubleshooting requirements.

* Participate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement.

* Must work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment.

* Works closely with Customer Support and Field Personnel to dispatch ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety.

* Performs other duties and tasks as assigned.

Qualifications

* Associates/bachelor's degree in related field preferred or related experience.

* Proven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus.

* Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.

* Exceptional customer service skills and empathy for direct patient contact.

* Technical aptitude or experience troubleshooting basic to complex product related technical systems.

* Computer literacy with Microsoft Office experience.

* Experience with CRM systems, knowledge base and support tools a plus.

* Listening, speaking, reading, and writing fluency in Spanish a plus.

* Ability to adapt to and learn new technologies and products quickly.

* Medical or clinical experience a plus

Working conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical requirements

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.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms.

Supervisory responsibility

None

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

#LI-KH1

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

CMS

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.ZOLL Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

• LifeVest ( , the world first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.

• HFMS ( (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.

• TherOx ( Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need.ZOLL has been Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career.

Job purpose

The Product Technical Support Specialist – Tier 1 plays a critical role in providing patients, families, and medical professionals with exceptional technical guidance and support for ZOLL Cardiac Management Solutions (CMS) products and services by phone, email, and other channels guaranteeing prompt and precise resolutions. This role will be essential in identifying and analyzing system and user problems and reporting accordingly.

Available Shift(s)

· Monday, Wednesday-Saturday 2P-1030P (Days off Sunday and Tuesday) *Training Period approx. 8-10 weeks M-F 8A-4:30P ET

Duties and responsibilities

· Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues.

· Have an in-depth understanding of products and technical troubleshooting requirements to effectively guide or educate patients and/or customers in proper product maintenance and use.

· Ensure adherence to regulatory guidelines in product support activities.

· Assist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients.

· Document and maintain comprehensive records of customer interactions for future reference and continuous improvement.

· Identify, record, and document alleged deficiencies related to the product, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations.

· Utilize strong interpersonal communication and excellent customer service skills while engaging with patients, Field Sales, medical personnel, and cross functional colleagues to provide timely product education and issue resolution.

· Provide 24/7 back-up on all patient and clinician support in substitution for cross-functional departments.

· Identify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems.

· Stay current with product updates, technical specifications, and troubleshooting requirements.

· Participate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement.

· Must work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment.

· Works closely with Customer Support and Field Personnel to dispatch ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety.

· Performs other duties and tasks as assigned.

Qualifications

· Associates/bachelor’s degree in related field preferred or related experience.

· Proven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus.

· Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.

· Exceptional customer service skills and empathy for direct patient contact.

· Technical aptitude or experience troubleshooting basic to complex product related technical systems.

· Computer literacy with Microsoft Office experience.

· Experience with CRM systems, knowledge base and support tools a plus.

· Listening, speaking, reading, and writing fluency in Spanish a plus.

· Ability to adapt to and learn new technologies and products quickly.

· Medical or clinical experience a plus

Working conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical requirements

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.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms.

Supervisory responsibility

None

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

#LI-KH1

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job DescriptionJob Description

The Technical Support Specialist will interact with website events and customer issues in an intuitive, problem-solving manner. You will be responsible for monitoring the availability of 24/7 applications and responding to alerts by either resolving issues or escalating them to the appropriate level in real-time. Expertise is needed to support mobile devices as well as desktops and laptops. We are looking to fill 1 full-time employee for our 3rd shift, and you will be on-call 1 weekend per month, which will accrue PTO. This position requires a tech-savvy person who can predict potential issues and is looking for a career opportunity that is challenging.

You will be working with a large team that is responsible for architecting, building, testing, and supporting the site. You may be involved in assisting with some of these efforts. PA state government or other government experience is helpful. This position is associated with a long-term contract with excellent career-building opportunities.

This is a work-from-home position. Must be dependable with a proven ability to work without direct supervision. You must reside in the United States.

Laptop & communication tools will be provided.

Requirements

· Website monitoring includes analyzing notifications and alerts for escalation, supporting real-time and scheduled events, and ensuring all automated communications are distributed without error.

· Provide support communications for customer issues.

· Interface with team leadership to understand daily / weekly roles and responsibilities and provide status updates on all activities daily.

· Performs quality assurance (testing) procedures to ensure error-free working products and applications.

· Evaluation and analysis of digital program performance and preparation of standardized analytical reports for internal and external purposes.

Job Requirements:

· Ability to handle multiple tasks with changing priorities.

· Ability to work in a fast-paced, deadline-oriented environment.

· Shift schedule will be non-traditional working hours, including one weekend a month.

· Ability to work independently to complete required tasks without direct support or supervision.

· Understands basic user experience/information architecture.

· Understanding of website technologies (HTML, CSS, JavaScript).

· Content Management System (CMS) Experience .

· Ability to think critically to solve problems on the fly.

· Strong analytical, prioritizing, interpersonal, problem-solving skills.

A clear criminal background is necessary.

U.S. permanent is required.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance
• STD/LTD
• Accidental Dismemberment