Remote Support Specialist

Primary Function/ Primary Goals/ Objectives

• 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.
• Communicate with customers (via phone & email) to answer their inquiries, understand and answer their technical questions, 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 accurate information in the appropriate system and make sure to follow up with the “Off‑hours” team and specific country teams.
• The resource will apply their clinical laboratory and technic...