Diagnostics Technical Support Specialist

abbott; Taguig; On-site; PHP 180,000 - 240,000; Full time

Job summary

Abbott ARDx is seeking a Technical Support Associate to deliver first-line technical support for diagnostic products, handling inbound calls and emails, and documenting complaints per medical device regulations. The role requires 3rd level education in science/healthcare, 1+ year in a clinical or customer-facing setting, and strong English communication.

Proficiency in MS Office is expected. Office-based position with a permanent night shift; flexible when needed.

Qualifications

• Minimum 3rd Level Certificate, Diploma or Degree in Science, Biomedical, Healthcare, Nursing or Engineering.
• Minimum 1 year of experience in a medical/clinical environment or customer-facing role.
• Fluency in English required for the role.
• Demonstrates problem-solving methodologies and attention to detail.
• Understanding of technical writing requirements and MS Office proficiency.

Responsibilities

• Receive inbound customer calls and email communications professionally.
• Review and manage group mailboxes to action inquiries and complaints.
• Provide first-level troubleshooting across the product range and guide resolutions.
• Document complaints and inquiries with complete records.
• Communicate investigation conclusions to customers in reports and calls.
• Meet timelines described in KPIs for individuals, team, and company.
• Identify opportunities to improve processes and customer experience.
• Develop expertise in product specialties and share knowledge within the ARDx team.
• Execute applicable Quality System processes.
• Maintain ability to work remotely if required and adapt to a night shift.

Skills

Fluent English

Strong written communication

Strong verbal communication

Problem solving

Technical writing understanding

MS Office proficiency

Education

3rd Level Certificate / Diploma / Degree in Science or Healthcare related field

Tools

MS Word

PowerPoint

Excel

Outlook

Job description

Abbott ARDx is seeking a Technical Support Associate to deliver first-line technical support for diagnostic products, handling inbound calls and emails, and documenting complaints per medical device regulations. The role requires 3rd level education in science/healthcare, 1+ year in a clinical or customer-facing setting, and strong English communication.

Proficiency in MS Office is expected. Office-based position with a permanent night shift; flexible when needed.