Remote Support Specialist

Core job responsibilities

• This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization’s customer relationships.
• This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.
• Communicate with customers (via phone, chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.
• Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow‑up on the status of outstanding cases.
• Record accurately information in the appropriate system and make sure to follow up with the “Off‑hours” team and specific country team.
• The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction.
• Additional responsibilities include :

Promoting the technical expertise of support personnel

Core Job Responsibilities

Key Performance Metrics

Education and experience

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