Technician I, Remote Care

Abbott Laboratories; Arecibo (PR); Remote; USD 18,000 - 34,000; Full time

Job summary

Abbott Laboratories in Puerto Rico is seeking a Technician I, Remote Care, for the second shift in a call center environment. You will assist health care professionals, patients, and Abbott field personnel with remote monitoring inquiries, applying essential customer service and technical skills.

The role requires a high school diploma and bilingual English/Spanish, with the ability to multitask and report accurately.

Qualifications

• High school diploma required; Associate or Bachelor’s preferred.
• Experience in customer service, product support, IT or telecom roles preferred.
• Fully bilingual in English and Spanish required.

Responsibilities

• Answer inquiries on technical issues and complaints with clear notes.
• Triages calls and seek guidance for complex cases as needed.
• Provide product support for remote care devices and apps.
• After-hours on-call support following established protocols.
• Maintain compliance with FDA regulations and company policies.
• Communicate professionally with customers and internal teams.

Skills

Bilingual English/Spanish

Customer service

Technical support

Multitasking

Education

High school diploma

Associates/Bachelor’s degree preferred

Job description

Location Puerto Rico - Arecibo Category Customer & Technical Support

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

About Abbott

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.

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

Become a Technician I, Remote Care at Abbott in Arecibo, Puerto Rico. As Technician I, Remote Care for the second shift, you will work in a call center environment under close and direct supervision on defined work assignments while following established procedures. You will exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.

What You’ll Do

• Answer inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear note-taking; accurately and thoroughly reporting callers’ product experiences.
• Triage calls and seeks guidance from other personnel for further assistance when appropriate.
• Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and approved troubleshooting for Abbott-proprietary remote care products.
• After-hours, “on call” support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.
• Consistently meet department’s performance expectations
• Complete required trainings and certifications, as needed.
• Comply with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
• Adhere to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy
• Maintain professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. Within the department, works with other employees to maintain adequate availability for customer support.
• Perform other related duties and responsibilities, on occasion, as assigned. Overtime may be required.

Required Qualifications

To be successful in this role, you will require the following qualifications:

• High school diploma is required. Associates and/or Bachelor’s Degree are preferred.
• Experience in a customer service, product support, IT, telecommunications or related role are preferred.
• Fully bilingual with verbal fluency in English and Spanish is required.
• This an on-site position.
• Medical device technical support experience is preferred.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
• Ability to leverage and/or engage others to accomplish projects.
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
• Multitasks, to include active note-taking while on calls and supporting multiple callers at a time
• Prioritizes and meets deadlines in timely manner.
• Strong organizational and follow-up skills, as well as attention to detail.
• Ability to maintain regular and predictable attendance.

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.

The base pay for this position is $13.18 – $25.02 per hour. In specific locations, the pay range may vary from the range posted.

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. EEO (ENGLISH) EEO (SPANISH) PAY TRANSPARENCY NONDISCRIMINATION PROVISION 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.