Remote Care Technical Support Specialist

PURPOSE OF THE JOB

Works in a call center environment under supervision on defined work assignments while following established procedures. Exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.

ROLES & RESPONSIBILITIES

• Is readily available to callers to respond and to document inquiries regarding technical questions, issues and/or complaints, as well as adverse events by identifying and collecting relevant information from callers.
• Documents all product contacts via active and clear notetaking. Prepares Field Contact Reports (FCRs) and forwards them to the Product Performance Group per department policies.
• Adheres to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy.
• Maintains professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

EDUCATION & COMPETENCIES

Preferred:

• Track record as a technical specialist or in a customer service role.
• Good verbal and written communication skills in English and local language. Fluent in English.
• Successful engagement with customers.
• Experience in use of analytical tools and software.
• Ability to work within a team in a fast-paced changing environment.
• Strong organizational and follow-up skills, and attention to details.