Remote Care Specialist I
hace 2 semanas
MAIN RESPONSIBILITIES
- Handles technical inquiries and complaints, including adverse events, with precise note-taking and detailed reporting of product experiences.
- Records patient and clinic system complaints, prepares Field Contact Reports (FCR's), and forwards them for further review.
- Conducts call triage, follows troubleshooting procedures, and collaborates with colleagues for additional support when necessary.
- Offers assistance on product support areas such as website navigation, mobile device support, and troubleshooting for Abbott products.
- Provides after-hours support, follows protocols to address customer queries, and troubleshoots with field personnel.
- Meets department performance targets consistently.
- Communicates proactively with supervisors regarding open cases and escalations to ensure prompt resolutions.
- Adheres to company policies, procedures, and regulatory requirements, including FDA regulations.
- Supports Company initiatives as directed by management and Quality Management Systems.
- Maintains positive communication with all stakeholders and collaborates effectively within the team.
- Carries out additional duties and responsibilities as assigned occasionally.
QUALIFICATIONS
High school diploma
+1 Year
Previous experience in customer service, IT, or related roles.
Proficiency in computer systems including Word, Power Point, Excel, and Outlook.
Fully Bilingual in English and Spanish / Required
Experience in biotech, bio-instruments, or medical devices fields
Experience in a multi-divisional business model is a plus.
Administrative experience
This is an office-based position
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