Technical Support Associate at Abbott

Taguig City, National Capital Region, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Diagnostics, Healthcare, Medical DevicesIndustries

Requirements

3rd Level Certificate, Diploma or Degree in relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering)
Minimum 1-year experience in a medical/clinical environment or customer-facing support role in an associated industry, capable of providing excellent customer experience with challenging technical complaints
Fluency in the language required for the role
People Skills: Communication Clarity, Positivity, Adaptability, Active listening, Empathy
Performance Management: Management of Day-to-day workload, Dashboard management & List view Management, Team Management
Problem Solving, Teamwork and collaboration
Technical Skills: Technical Proficiency, Process & Product Expertise, System and Tools proficiency

Responsibilities

Receive inbound Customer calls and email communications and address in a professional and friendly manner
Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution
Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
Communicate complaint investigation conclusions to customers through written reports and phone conversations
Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
Execute applicable Quality System processes
Maintain ability to comply with business continuity plan (i.e., work remotely if required)
Other duties as assigned
Assume responsibility and accountability for daily tasks and highlight any risk to Technical Support Team Lead/Supervisor
Support customers in different market time zones as required for the position

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingCustomer ServiceComplaint DocumentationPost-Market SurveillanceMedical Device CompliancePhone SupportEmail SupportProduct Knowledge

Questions & Answers

Common questions about this position

What qualifications and experience are required for the Technical Support Associate role?

A 3rd Level Certificate, Diploma or Degree in a relevant discipline such as Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or Engineering is required, along with a minimum of 1 year of experience in a medical/clinical environment or customer-facing support role in an associated industry.

Is remote work an option for this position?

Yes, the role requires the ability to work remotely if required as part of the business continuity plan.

What key skills are needed for this role?

Key skills include fluency in the language required for the role, along with people skills such as communication clarity, positivity, adaptability, and active listening.

What is the employment type for this position?

The position is full-time.

What makes a strong candidate for the Technical Support Associate position?

Strong candidates have at least 1 year of experience in a medical/clinical environment or customer-facing support, a relevant qualification in science or healthcare, and excellent people skills including clear communication, positivity, adaptability, and active engagement to handle technical complaints effectively.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees