Technical Support Specialist

7 days ago

Taguig, National Capital Region, Philippines Abbott Laboratories Full time

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 Support Specialist documents complaints and inquiries on product distributed by Abbott ARDx through Infectious Diseases, Toxicology, Cardiometabolic and Informatics business units. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and e-mail. Technical support assists the customer by providing guidance on the products intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance to medical device and diagnostics post-market surveillance regulations.

Essential Duties and Responsibilities:
  • 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
  • Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
  • Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to resolve.
  • Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
  • Communication of complaint investigation conclusions to customers through written reports and phone conversations.
  • Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
  • Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.
  • To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
  • Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the ARDx Technical Support team.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
  • Support the Technical Support Team Lead / Supervisor in their designated country by fostering teamwork by organizing workload & escalating in country issues.
  • Support the team as SME for Product/Process/System and develop expertise in designated products.
  • Responsible for ensuring Hub training material is up to date on product updates/launches and training Hub team as needed.
  • Support customers in different market time zones as required for the position.
Dimensions - Education / Experience / Skills:
  • Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.
  • Minimum 3 years of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
  • Fluency in the English Language required for the role.
  • Demonstrates the application of advanced problem-solving methodologies, is detail-oriented, a critical-thinker, and experienced at investigating and resolving complex issues
  • Demonstrates an advanced understanding of the principles of good Technical writing.
  • Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
  • Fluency in a second European/APAC Language is a distinct advantage
  • Strong written and verbal communication skills
  • The role is office based but a degree of flexibility is required.
  • Ability to take ownership, organize workload and change priorities quickly
  • Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead / Supervisor.
  • Proven ability to function in a self-directed environment, innovative thinker who is positive, proactive and readily embraces change.
  • Self-starter possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations with shifting priorities. Supporting different markets as needed.
  • Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to both customers and colleagues as necessary.

  • Consumption Support Specialist CoE

    3 weeks ago

    Taguig, National Capital Region, Philippines SAP Full time

    Consumption Support Specialist We are seeking a highly motivated and customer-focused individual to join our Global Finance Success (GFS) Consumption CoE team as a Consumption Support Specialist. As a key member of our team, you will be responsible for providing post-sales support for billing and consumption-related issues and inquiries, acting as a...

  • Consumption Support Specialist

    1 month ago

    Taguig, National Capital Region, Philippines SAP Full time

    We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Technical Services Specialist

    4 months ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    APAC Technical Support Overview:APAC Technical Support is part of the global Technical Support Groups network, catering to complaints and inquiries related to Abbott ARDx products in the Asia Pacific Region. The role involves providing initial technical assistance to end users, distributors, and commercial teams through phone, web-based tools, and email...

  • Technical Services Specialist

    7 days ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    APAC Technical Support is one of several Technical Support Groups that has been strategically placed around the globe. APAC deals with complaints and enquiries on product distributed by Abbott ARDx in the Asia Pacific Region. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and email....

  • Application Support Specialist

    2 months ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    This position is a primary point of contact that provides troubleshooting for eScreen drug testing hardware and software. It monitors and responds to technical support calls from drug testing clinics nationwide to assist with hardware and software systems setup and/or support. Assists in the troubleshooting and resolution of hardware and software issues,...

  • Marketing Specialist

    2 months ago

    Taguig, National Capital Region, Philippines Monroe Consulting Group Full time

    Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of an electronic photo imaging, graphic and medical systems, industrial products industry. Our reputable client is looking for Marketing Specialist to join their growing team. This is for a full time, onsite, dayshift schedule opportunity based in BGC, Taguig City.The Marketing...

  • Account Support Manager

    1 day ago

    Taguig, National Capital Region, Philippines HPE Full time

    Account Support Manager This role has been designed as 'Hybrid' with an expectation that you will work on average 2-3 days per week from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever...

  • Senior Retirement Actuarial Specialist

    3 weeks ago

    Taguig, National Capital Region, Philippines Willis Towers Watson Full time

    Job DescriptionAs a Retirement Specialist for Consulting supports the delivery of quality Retirement solutions covering plan valuations, design & review including plan conversions, plan administration, and other retirement benefit services. The Retirement Specialist/Consultant may also get involved in insurance, health, and other risk projects requiring...

  • Trade CX Specialist

    2 weeks ago

    Taguig, National Capital Region, Philippines JT International S.A. Full time

    At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI. To make a difference with us, all you need to do is bring your human best. What will your story be? Apply now Learn more: Reporting to: Trade CX...

  • Technical Services Manager

    3 weeks ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    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.Abbott Rapid Dx North America LLC's Orlando site is part of Global Business Services (GBS)...

  • Storage & Data Services Sales Specialist

    2 weeks ago

    Taguig, National Capital Region, Philippines HPE Full time

    Storage & Data Services Sales Specialist This role has been designed as 'Hybrid' with an expectation that you will work on average 2-3 days per week from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and...

  • Technical Implementation Engineer

    4 weeks ago

    Taguig, National Capital Region, Philippines WTW Full time

    The Role This is an application implementation role with heavy SQL development like Stored procedures, views, SQL query optimization, application configuration, deployment and some .NET development. Deploy, configure and initialize client environments as part of the Technical Services team that delivers configured/customized solutions for clients Implement...

  • Senior Retirement Actuarial Specialist

    1 month ago

    Taguig, National Capital Region, Philippines WTW Full time

    As a Retirement Specialist for Consulting supports the delivery of quality Retirement solutions covering plan valuations, design & review including plan conversions, plan administration, and other retirement benefit services. The Retirement Specialist/Consultant may also get involved in insurance, health, and other risk projects requiring actuarial...

  • Consumption Support Associate CoE

    1 month ago

    Taguig, National Capital Region, Philippines SAP Full time

    We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Storage & Compute Sales Specialist

    7 days ago

    Taguig, National Capital Region, Philippines HPE Full time

    Storage & Compute Sales Specialist This role has been designed as 'Hybrid' with an expectation that you will work on average 2-3 days per week from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications...

  • Storage & Data Services Sales Specialist

    1 month ago

    Taguig, National Capital Region, Philippines HPE Full time

    Storage & Data Services Sales Specialist This role has been designed as 'Hybrid' with an expectation that you will work on average 2-3 days per week from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and...

  • Employee Life Cycle Specialist

    1 month ago

    Taguig, National Capital Region, Philippines JT International S.A. Full time

    At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI. To make a difference with us, all you need to do is bring your human best. What will your story be? Apply now Learn more: This role will remain open...

  • L1 IT Support Analyst

    1 month ago

    Taguig, National Capital Region, Philippines WTW Full time

    The Role Perform customer support to client via telephone, chat, self-service tickets etc. Resolving the issues through phone, chat and self-service communication channels User Account management such as password resets, account unlock, assigning permissions, for reported incidents and requests. Provide connectivity support for home users which includes...

  • Specialist, Customer CARE

    2 months ago

    Taguig, National Capital Region, Philippines CimpressVista Full time

    Specialist – Customer CarePosition Title: Specialist, Customer CareDepartment: CARE OperationsDomain: Customer CareJob level: SU2 Reports to: Supervisor, CARE OperationsWho We Are:Our Global Customer Value (CARE) is responsible for delivering personalized expertise with our marketing, design, and digital services. We're obsessed with enabling small and...

  • Employee Life Cycle Specialist

    2 months ago

    Taguig, National Capital Region, Philippines JT International S.A. Full time

    At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI. To make a difference with us, all you need to do is bring your human best. What will your story be? Apply now Learn more: Reporting to: Team LeadDuty...