Remote Care Specialist I

JOB DESCRIPTION:
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.

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 Alajuela location in the CRM. 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 Remote Care Specialist I, you’ll have to work in a Contact Center environment under close and direct supervision on defined work assignments while following established procedures. 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 department. Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and troubleshooting for Abbott-proprietary remote care products.
What You’ll Do

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.

Documents patient and clinic system complaints by preparing Field Contact Reports (FCR’s) and forwarding them to the Product Performance Group.

Triage calls, following approved troubleshooting procedures, 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 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.

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.

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

Shift: 9am to 6pm
Onsite position
Required Qualifications

High school degree

Experience in a customer service, product support, IT, telecommunications, or related role.

Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.

This position is office based.

Fully Bilingual (English and Spanish)

Preferred Qualifications

Experience in the biotech, bio-instruments or medical devices industries

Experience working in a broader enterprise/cross-division business unit model preferred.

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.
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The base pay for this position is N/A/hour
In specific locations, the pay range may vary from the range posted.
JOB FAMILY: Customer Service
DIVISION: CRM Cardiac Rhythm Management
LOCATION: Costa Rica
Alajuela : Parque Industrial, Zona Franca Coyol S.A Edificio #44B, Call0, Avendia 2
ADDITIONAL LOCATIONS:
WORK SHIFT: Cr09Sal (Costa Rica)
TRAVEL: Not specified
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