Technician II, Remote Care

By | September 28, 2022

Job Responsibilities : Technician II, Remote Care

Salary : $42675 per year

Company : Abbott Laboratories – Pleasanton, CA•Remote

Location : Remote US

Educational requirements : High School

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 113000 colleagues serve people in more than 160 countries.

MAIN PURPOSE OF ROLE

Summarize the main purpose of the role.

Works in a call center environment under moderate supervision on defined work assignments while following established procedures. Exercises advanced 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.

MAIN RESPONSIBILITIES

    Mentor junior agents reviewing calls for accuracy of troubleshooting and quality of customer service.

      Accurately and appropriately reports escalated product experiences to Tier II.

        Consistently meets department’s performance expectations with a history of favorable performance evaluations.

          Triages calls and 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.

            Provides guidance to department personnel 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.

                  Completes required trainings and certifications as needed.

                    Complies 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.

                        Maintains 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.

                          Performs other related duties and responsibilities on occasion as assigned. Overtime may be required.

                          QUALIFICATIONS

                          Education

                          Education Level

                          Major/Field of Study

                          Or

                          Education Level

                          High School Diploma / GED

                            Associates Degree (± 13 years)

                            is preferred

                              Experience/Background

                              Experience

                              Experience Details

                              Minimum 1 year

                              Experience in a customer service product support IT telecommunications or related role in a call-center environment.

                              Some

                              Experience in medical device technical support.

                              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 English 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.

                              Ability to travel approximately 10% including internationally.

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