Technical Support Associate

Abbott Laboratories; Taguig; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Career development

Global company

Diversity & inclusion

Job summary

Abbott Laboratories in the Philippines is seeking a Technical Support Associate to document complaints and inquiries for Abbott ARDx products across Infectious Diseases, Toxicology, and Cardiometabolic units. Provide first-line technical support via phone, email, and web tools while ensuring regulatory compliance.

You will review inquiries, troubleshoot issues, and prepare written reports of investigations.

Qualifications

• 3rd Level Certificate, Diploma, or Degree in a relevant discipline including, but not limited to, Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or Engineering.
• Minimum of 1 year of experience working in a medical/clinical environment or customer-facing support role within a related industry.
• Experience providing excellent customer support while handling challenging technical complaints.
• Fluency in the language required for the role.
• Demonstrated problem-solving ability with strong attention to detail and critical thinking skills.
• Experience investigating and resolving complex issues.
• Understanding of technical writing requirements.
• Computer literate with proficiency in Microsoft Word, PowerPoint, Excel, and Outlook.
• Strong written and verbal communication skills.
• Ability to take ownership, organize workload, and adapt priorities quickly.
• Fluency in a second language is a distinct advantage.
• Flexibility to work in an office-based role with evolving business needs.

Responsibilities

• Receive inbound customer calls and email communications and address them in a professional and friendly manner.
• Review, prioritize, and manage group mailboxes to ensure all inquiries and complaints are actioned.
• Provide first-level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution.
• Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of records.
• Communicate complaint investigation conclusions to customers through written reports and phone conversations.
• Resolve and address complaints or inquiries within established target timelines and key performance indicators.
• Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience.
• Develop and maintain expertise in product specialties required for the role while sharing knowledge within the ARDx Technical Support team.
• Execute applicable Quality System processes.
• Maintain the ability to comply with business continuity plans, including remote work when required.
• Assume responsibility and accountability for daily tasks and elevate risks to the Technical Support Team Lead or Supervisor.
• Support customers across different market time zones as required.
• Perform other duties as assigned.

Skills

Customer support

Technical troubleshooting

Communication

Problem solving

Documentation

MS Office

Education

3rd Level Certificate/Diploma/Degree (Science, Biomedical, Healthcare, Engineering)

Tools

Microsoft Word

PowerPoint

Excel

Outlook

Job description

Location Philippines - Taguig City Category Operations

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.

Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

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

As the Technical Support Associate, you will document complaints and inquiries on products distributed by Abbott ARDx through Infectious Diseases, Toxicology and the Cardiometabolic and Informatics business units. You will provide first-line technical support to end users, distributors, and commercial teams via phone, web-based tools, and email. This role assists customers by providing guidance on product intended use and addressing specific user issues while ensuring compliance with medical device and diagnostics post-market surveillance regulations.

What You’ll Do

• Receive inbound customer calls and email communications and address them in a professional and friendly manner.
• Review, prioritz, and manage group mailboxes to ensure all inquiries and complaints are actioned.
• Provide first-level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution.
• Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of records.
• Communicate complaint investigation conclusions to customers through written reports and phone conversations.
• Resolve and address complaints or inquiries within established target timelines and key performance indicators.
• Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience.
• Develop and maintain expertise in product specialties required for the role while sharing knowledge within the ARDx Technical Support team.
• Execute applicable Quality System processes.
• Maintain the ability to comply with business continuity plans, including remote work when required.
• Assume responsibility and accountability for daily tasks and elevate risks to the Technical Support Team Lead or Supervisor.
• Support customers across different market time zones as required.
• Perform other duties as assigned.

Requirements

• 3rd Level Certificate, Diploma, or Degree in a relevant discipline including, but not limited to, Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or Engineering.
• Minimum of 1 year of experience working in a medical/clinical environment or customer-facing support role within a related industry.
• Experience providing excellent customer support while handling challenging technical complaints.
• Fluency in the language required for the role.
• Demonstrated problem-solving ability with strong attention to detail and critical thinking skills.
• Experience investigating and resolving complex issues.
• Understanding of technical writing requirements.
• Computer literate with proficiency in Microsoft Word, PowerPoint, Excel, and Outlook.
• Strong written and verbal communication skills.
• Ability to take ownership, organize workload, and adapt priorities quickly.
• Fluency in a second language is a distinct advantage.
• Flexibility to work in an office-based role with evolving business needs.

People Skills

• Communication Clarity
• Positivity
• Empathy

Performance Management

• Management of Day-to-Day Workload

Team Management

• Problem Solving
• Teamwork and Collaboration

Technical Skills

• Technical Proficiency
• Process & Product Expertise
• Systems and Tools Proficiency

Location

This position is based in the Philippines.

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

INNOVATIVE BENEFITS

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We strive to provide environments where all employees feel welcome and able to bring their full selves to work. To do this we integrate diversity, equity, and inclusion across Abbott.

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At Abbott, sustainability means managing our efforts so we can help the greatest number of people around the world live fuller lives through better health.

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JOIN OUR TALENT COMMUNITY

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An Equal Opportunity Employer

Abbott is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. Employment decisions are based on qualifications, merit, and business needs.

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We provide reasonable workplace accommodations. U.S. residents only: To request accommodation, please call 224-667-0340 or email [e-mail].

Abbott is committed to pay equity and transparency. Compensation is determined using objective, job-related, and gender-neutral criteria in compliance with applicable laws and local regulations.