Technician I, Remote Care

Abbott

1d•$13 - $25•Onsite

About The Position

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Technician I, Remote Care 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. Health Insurance (starting on Day 1 of employment), Savings Plan (401K) with company match, Life insurance for you and your spouse/children, Short Term Disability, Long Term Disability, Education Assistance, Employee Assistance Program, Vacation, Sick, Personal Days. 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 Arecibo location in the CRM 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. Shift: Second- Monday to Friday (12pm-9pm) As Technician I, Remote Care you will work in a call center environment under close and direct supervision on defined work assignments while following established procedures. You will exercise 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.

Requirements

High school diploma is required.
Experience in a customer service, product support, IT, telecommunications or related role are preferred.
Fully bilingual with verbal fluency in English and Spanish is required.
Medical device technical support experience is preferred.
Ability to work in a highly matrixed and geographically diverse business environment.
Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
Ability to leverage and/or engage others to accomplish projects.
Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
Multitasks, to include active notetaking while on calls and supporting multiple callers at a time
Prioritizes and meets deadlines in timely manner.
Strong organizational and follow-up skills, as well as attention to detail.
Ability to maintain regular and predictable attendance.

Nice To Haves

Associates and/or bachelor’s degree is preferred.

Responsibilities

Answer 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 notetaking; accurately and thoroughly reporting callers’ product experiences.
Triage calls 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 approved 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 meet department’s performance expectations
Complete required trainings and certifications, as needed.
Comply with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
Adhere to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy
Maintain professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. Within the department, works with other employees to maintain adequate availability for customer support.
Perform other related duties and responsibilities, on occasion, as assigned.
Overtime may be required.

Benefits

Career development with an international company where you can grow the career you dream of.
Health Insurance (starting on Day 1 of employment)
Savings Plan (401K) with company match
Life insurance for you and your spouse/children
Short Term Disability
Long Term Disability
Education Assistance
Employee Assistance Program
Vacation
Sick
Personal Days
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.