Remote Care Specialist I

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Alajuela location in the Cardiac Rhythm Technologies Division.

As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

As the Remote Caree Specialist I, you’ll have the chance to works in a Contact Center environment under close and direct supervision on defined work assignments while following established procedures.

What You’ll Do

• Answers inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear note-taking; accurately and thoroughly reporting callers’ product experiences.
•  Documents patient and clinic system complaints by preparing Field Contact Reports (FCR’s) and forwarding them to the Product Performance Group.
• Triage calls, following approved troubleshooting procedures, and seeks guidance from other personnel for further assistance when appropriate.
• Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and troubleshooting for Abbott-proprietary remote care products.
• After-hours, “on call” support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.
• Consistently meets department’s performance expectations
• Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.

• Required Qualifications

• High school degree
• +1 Years of experience:
  •  in a customer service, product support, IT, telecommunications, or related role.
  •  Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.
  • This position is office based

• Fully Billigual English /Spanish
• This position is office based

Preferred Qualifications

• Experience in the biotech, bio-instruments or medical devices industries
• Experience working in a broader enterprise/cross-division business unit model preferred.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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