Technical Support Associate
Abbott Laboratories · Taguig City
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.
Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.
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
As the Technical Support Associate, you will document complaints and inquiries on products distributed by Abbott ARDx through Infectious Diseases, Toxicology and the Cardiometabolic and Informatics business units. You will provide first-line technical support to end users, distributors, and commercial teams via phone, web-based tools, and email. This role assists customers by providing guidance on product intended use and addressing specific user issues while ensuring compliance with medical device and diagnostics post-market surveillance regulations.
What You’ll Do
- Receive inbound customer calls and email communications and address them 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 records.
- Communicate complaint investigation conclusions to customers through written reports and phone conversations.
- Resolve and address complaints or inquiries within established target timelines and key performance indicators.
- Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience.
- Develop and maintain expertise in product specialties required for the role while sharing knowledge within the ARDx Technical Support team.
- Execute applicable Quality System processes.
- Maintain the ability to comply with business continuity plans, including remote work when required.
- Assume responsibility and accountability for daily tasks and escalate risks to the Technical Support Team Lead or Supervisor.
- Support customers across different market time zones as required.
- Perform other duties as assigned.
Requirements
- 3rd Level Certificate, Diploma, or Degree in a relevant discipline including, but not limited to, Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or Engineering.
- Minimum of 1 year of experience working in a medical/clinical environment or customer-facing support role within a related industry.
- Experience providing excellent customer support while handling challenging technical complaints.
- Fluency in the language required for the role.
- Demonstrated problem-solving ability with strong attention to detail and critical thinking skills.
- Experience investigating and resolving complex issues.
- Understanding of technical writing requirements.
- Computer literate with proficiency in Microsoft Word, PowerPoint, Excel, and Outlook.
- Strong written and verbal communication skills.
- Ability to take ownership, organize workload, and adapt priorities quickly.
- Fluency in a second language is a distinct advantage.
- Flexibility to work in an office-based role with evolving business needs.
Key Competencies
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
- Systems and Tools Proficiency
Location
This position is based in the Philippines.
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.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
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