Remote Support Specialist
@ Lensa

Hybrid
$70,000
Hybrid
Full Time
Posted 5 days ago

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XXXXXXXXX XXXXXXXXXXX XXXXXXXXXX****** @abbott.com
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Job Details

Overview

Lensa promotes job openings on behalf of Abbott Diagnostics. The Remote Support Specialist role is part of the Remote Services and Support team. In this role, you will provide accurate, timely technical assistance and advice regarding Abbott products and services through phone, chat, and email.

Core Responsibilities

  • Communicate with customers to answer inquiries and technical questions.
  • Diagnose hardware, software, and reagent issues using established procedures.
  • Manage cases accurately in relevant systems and follow through with off-hours teams.
  • Support instrument monitoring via dashboard visualization and initiate proactive calls.
  • Collaborate with cross-functional teams to resolve Level I & Level II customer issues.
  • Assist in reducing instrument downtime through proactive analysis.

Key Performance Metrics

  • Improve Customer Net Promoter Score (NPS).
  • Increase phone resolution rate and decrease phone abandon rate.
  • Enhance first line resolution rate and service ticket compliance.

Education and Experience

Candidates must have 2-3 years of clinical laboratory experience, particularly with automated analyzers and Abbott systems. Relevant academic backgrounds include Biomedical Engineering, Clinical Laboratory Science, Biology, Human Biochemistry or Bachelor of Science. Excellent problem-solving, communication and teamwork skills are required. Multilingual abilities are an advantage.

Additional Information

This is a remote position with staggered working hours to support various international regions. Abbott is an Equal Opportunity Employer committed to diversity and accessibility. For accommodations or inquiries, please contact the provided support emails and phone numbers.

Key skills/competency

  • Remote Support
  • Customer Service
  • Technical Troubleshooting
  • Clinical Laboratory
  • Instrument Monitoring
  • Level I Support
  • Level II Support
  • Quality System
  • Case Management
  • Communication
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How to Get Hired at Lensa

🎯 Tips for Getting Hired

  • Research Abbott's culture: Explore mission, values, recent updates on LinkedIn.
  • Customize your resume: Highlight technical and customer support experience.
  • Emphasize laboratory expertise: Detail clinical lab and analyzer experience.
  • Prepare your interview: Practice technical troubleshooting and communication scenarios.

📝 Interview Preparation Advice

Technical Preparation

Review case management systems and troubleshooting procedures.
Practice diagnosing hardware/software issues with simulations.
Familiarize with dashboard visualization tools.
Study Abbott product technical documentation.

Behavioral Questions

Describe handling difficult customer interactions.
Explain managing multiple support cases concurrently.
Discuss adapting to remote work challenges.
Tell about teamwork in cross-functional issues.

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