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 or 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 & 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
  • Promote customer adoption of contacting Remote support as troubleshooting first point of contact
  • Instrument monitoring via dashboard visualization platform and provide a proactive call to customers
  • Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime

Core Job Responsibilities

• Responsible for implementing and maintaining the effectiveness of the quality system.
• The remote support specialist will play the following roles:
• Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)
• Work with cross-functional teams to propose, recommend and provide resolution to issues.
• Level I & II support for customer’s problem resolution
• Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.

Key Performance Metrics

• Improve Customer satisfaction score (NPS)
• Improve Phone Resolution Rate
• Decrease Phone Abandon Rate
• Improve First Line Resolution Rate by reducing Dispatched.
• Service Tickets Compliance

Education and Experience:

• Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
• Minimum of 3-5 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.
• Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science
• Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.
• The ideal candidate will have excellent problem solving and communication skills. This position will require significant interaction with customers. Other competencies, such as the ability to work in team-oriented environments, adaptability, and high initiative, are also critical.
• Multiple language knowledge is essential.
• Candidate should be highly proficient and well verse (in verbal and written) with the additional language that they support as the primary responsibility is to communicate with customer in the particular country supported for the purpose of technical troubleshooting. (ie. Korean language will be used to support Korean customer)
• Candidate must also possess understanding of customer nuance and culture of they country supported
• Certain fluency in English is expected as trainings, documentation and ticketing are done in English
• Prior call centre, supervisory and managerial experience could be considered for a higher job grade