Technical Support Associate (Mandarin-Bilingual)

2181 Alere Philippines, Inc.; Taguig; Presencial; PHP 360.000 - 480.000; Jornada completa

Descripción de la vacante

Abbott Philippines is seeking a Technical Support Specialist to deliver advanced first-line support for Abbott Rapid Diagnostics products across Infectious Diseases, Toxicology, Cardiometabolic, and Informatics. You will handle inquiries by phone, email, and web tools, ensuring compliant documentation and timely resolution.

The role requires a 3rd level certificate or better, at least three years in medical or customer-facing support, strong analytical and communication skills, and proficiency

Formación

• Degree or diploma in science, engineering, or healthcare related field.
• Minimum 3 years in medical/clinical or customer-facing support with complex issues.
• Fluency in English required.
• Strong analytical problem-solving and issue resolution abilities.
• Proficient technical writing and documentation practices.
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook).
• Ability to manage workload independently in a fast-paced environment.
• Strong interpersonal and written communication skills.

Responsabilidades

• Provide advanced first-line technical support for ARDx products.
• Respond to inquiries via phone, email, and web tools.
• Review and manage shared mailboxes and ensure timely action.
• Document complaints and inquiries per Quality System guidelines.
• Communicate investigation outcomes clearly in reports and updates.
• Meet response time and quality KPIs.
• Identify process improvements to enhance efficiency and satisfaction.
• Develop SME knowledge and share across team.
• Support training and knowledge sharing for Hub teams.
• Escalate country-specific issues when needed.
• Support customers across global time zones.

Conocimientos

Analytical skills

Communication skills

Troubleshooting

Technical writing

Educación

3rd Level Certificate / Diploma / Degree in relevant discipline

Herramientas

MS Word

PowerPoint

Excel

Outlook

Descripción del empleo

JOB DESCRIPTION:

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. 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

As the Technical Support Specialist, you will provide advanced first-line technical support for Abbott Rapid Diagnostics (ARDx) products across the Infectious Diseases, Toxicology, Cardiometabolic, and Informatics business units. The Specialist documents and manages customer complaints and inquiries while ensuring full compliance with medical device and post-market surveillance regulations. This role delivers expert product guidance via phone, email, and web-based tools, resolving complex technical issues and enhancing overall customer experience.

What You’ll Do

• Respond professionally to inbound customer calls and emails, ensuring a positive and supportive experience.
• Review, prioritize, and manage shared group mailboxes, ensuring all inquiries and complaints are actioned promptly and in line with procedures.
• Provide advanced first-level troubleshooting across designated product ranges, using strong analytical skills to identify root causes and guide customers toward resolution.
• Document all complaints and inquiries accurately in accordance with Quality System guidelines and regulatory requirements.
• Communicate investigation outcomes clearly through written reports and verbal updates.
• Meet defined targets for response times, documentation quality, and complaint resolution KPIs.
• Identify, recommend, and support implementation of process improvements that enhance team efficiency and customer satisfaction.
• Develop and maintain subject matter expertise (SME) in product specialties, supporting knowledge sharing across the Technical Support team.
• Act as SME for product, process, or system-related matters and provide specialized support to colleagues as required.
• Ensure training materials are updated for product launches and updates and support training for Hub teams.
• Support Technical Support Team Lead/Supervisor by organizing workload, fostering teamwork, and escalating country-specific issues when necessary.
• Support customers in various global time zones as required.

Requirements

• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline (e.g. Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering).
• 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 language is required for the role.
• Advanced analytical problem-solving skills and demonstrated ability to resolve complex technical issues.
• Strong technical writing skills with advanced understanding of documentation principles.
• Proficiency in MS Word, PowerPoint, Excel, and Outlook.
• Ability to manage workload independently, adapt to shifting priorities, and maintain performance in a fast-paced environment.
• Strong interpersonal, verbal, and written communication skills with ability to explain complex technical concepts.

Location: This position is based in Philippines.

JOB FAMILY: Operations Quality DIVISION: ID Infectious Disease LOCATION: Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings.

Abbott is an Equal Opportunity Employer, committed to employee diversity.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

The base pay for this position is N/A In specific locations, the pay range may vary from the range posted.

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

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