Remote Support Specialist II

JOB DESCRIPTION:

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

The base pay for this position is

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

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