Technical Support Associate (Canada Support)

JOB DESCRIPTION:

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations insights and impacts that are shaping the future of diagnostics around the world.

The Technical SupportAssociatedocuments complaints and inquiries on product distributed by Abbott ARDxthrough Infectious Diseases Toxicology and theCardiometabolic and Informaticsbusiness role provides first line technical support to end users distributors and commercial teams via phone web-basedtoolsand supportassiststhe customer by providing guidance on the products intendeduseandaddressingspecific user issues. The team carries out its responsibilities whilemaintainingcompliancetomedical device and diagnostics post-market surveillance regulations.

Essential Duties and Responsibilities (Key Activities)

• Receive inbound Customer calls and email communications and address 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 theappropriate questionsto support resolution

• Document complaints and inquiries using theappropriate guidelinesand procedures to ensure completeness and accuracy of the records

• Communicate complaint investigation conclusions to customers through written reports and phone conversations

• Resolve and address any complaints or inquiries withinthe target timelines described within the key performance indicators for individuals theteamand the company

• Continually evaluate andidentifyopportunities to drive process improvements that positivelyimpactteam performance and customer experience

• Develop andmaintainareas of expertise in product specialtiesrequiredfor role; sharing and expanding knowledge within theARDxTechnical Support team

• Execute applicable Quality System processes

• Maintain ability tocomply withbusiness continuity plan( remotely ifrequired)

• Other duties as assigned

• Assume responsibility and accountability for daily tasks andhighlightsany risk to Technical Support Team Lead/Supervisor.

• Support customers in different market time zones asrequiredfor the position.

Dimensions Education / Experience / Skills

• Minimum Qualifications: 3rd Level Certificate Diploma or Degree in relevant not limited to Science Biomedical Medical Transcription Healthcare Services Nursing Engineering disciplinerequired.

• Minimum1-yearof experience required working in a medical/clinical environment or in customer facing support role in an associated industry andbecapable of providing excellent customer experience with challenging technical complaints.

• Demonstrates the application of problem-solving methodologies detail-oriented a critical-thinker experienced at investigating and resolving complex issues

• Demonstrates an understanding of the requirements ofTechnicalwriting.

• Computer Literate; proficient in MS Word PowerPointExceland Outlook

• Fluency in a secondlanguageis a distinct advantage

• Strong written and verbal communication skills

• The role is officebasedbut a degree of flexibility isrequired.

• Ability to take ownership organizeworkloadand change priorities quickly.

The base pay for this position is

In specific locations the pay range may vary from the range posted.

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