Technical Support Specialist Medical Diagnostics Night Shift

Abbott Laboratories; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

Abbott Laboratories is seeking a Technical Support Associate to handle inbound calls and emails for Abbott ARDx products. You will triage complaints, perform first-line troubleshooting, document cases, and communicate conclusions to customers.

The role emphasizes quality system compliance and opportunities to improve processes. The position is office-based with mandatory night shifts, strong English, and a background in science or healthcare support.

Qualifications

• 3rd Level Certificate, Diploma or Degree in a relevant discipline.
• At least 1 year of experience in medical/clinical or customer-facing support.
• Fluency in English is required.
• Demonstrates problem solving and attention to detail.
• Understands technical writing requirements.
• Computer literate: Word, Excel, PowerPoint and Outlook.
• Second language fluency is advantageous.
• Office-based role with some flexibility.
• Ability to take ownership and manage shifting priorities.
• Night shift with set working hours.

Responsibilities

• Receive inbound customer calls and emails in a professional manner.
• Review and manage group mailboxes to action inquiries and complaints.
• Provide first level support troubleshooting product issues.
• Document complaints and inquiries per guidelines for records.
• Communicate investigation conclusions to customers via reports or calls.
• Resolve complaints within KPIs for individuals, team and company.
• Identify opportunities to improve processes and customer experience.
• Develop and maintain product expertise within ARDx Technical Support.
• Execute applicable Quality System processes.
• Maintain ability to work remotely if required.
• Other duties as assigned.
• Take ownership and highlight risks to lead/supervisor.
• Support customers across different market time zones as needed.

Skills

Problem solving

Detail oriented

Critical thinker

Strong written and verbal comms

Education

3rd Level Certificate / Diploma or Degree

Tools

MS Word

PowerPoint

Excel

Outlook

Job description

Abbott Laboratories is seeking a Technical Support Associate to handle inbound calls and emails for Abbott ARDx products. You will triage complaints, perform first-line troubleshooting, document cases, and communicate conclusions to customers.

The role emphasizes quality system compliance and opportunities to improve processes. The position is office-based with mandatory night shifts, strong English, and a background in science or healthcare support.