Technician I, Remote Care
Puerto Rico - Arecibo : Santana Industrial Park Interior Lot A, Road #2, Km 67.5
JOB DESCRIPTION:
Job DescriptionJob Title
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 on site not remote.
Shift: Monday to Friday 12:00 pm- 9:00 pm
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.
As the Technician I, l 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.
What You’ll Do
- 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 note-taking; 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.
Required Qualifications
- High school diploma is required. Associates and/or bachelor’s degree are preferred.
- 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 note-taking 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.
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
$12.78 – $24.28/hourIn specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Field Services
DIVISION:
CRM Cardiac Rhythm Management
LOCATION:
Puerto Rico > Arecibo : Santana Industrial Park Interior Lot A, Road #2, Km 67.5
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
No
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf Apply
Job Profile
Not fully remote On-site position Remote
Benefits/Perks401(k) with company match Career development Education assistance Employee Assistance Program Great Place to Work Health insurance Innovative technologies Life Insurance Personal days Recognized as a great place to work Sick Days Vacation Work that matters
Tasks- Answer inquiries
- Complete trainings
- Comply with regulations
- Customer support
- Provide product support
- Reporting
- Technical Support
- Triage calls
Branded generic medicines Cardiac rhythm management Cardiac Rhythm Technologies Collaboration CRM Customer service Customer Support Diagnostics Education English Healthcare IT Management Medical device Medical Devices Medical science Mobile device support Monitoring Note-Taking Nutritionals Operating procedures Organizational Privacy Product Support Technical Support Telecommunication connectivity Telecommunications Time Management Troubleshooting Website navigation
Experience0 years
Education Timezones