Customer Service

hace 2 semanas

Alajuela, Alajuela, Costa Rica Abbott Laboratories A tiempo completo

Main responsibilities:

  • Answers 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 notetaking; accurately and thoroughly reporting callers' product experiences.
  • Documents patient and clinic system complaints by preparing Field Contact Reports (FCR's) and forwarding them to the Product Performance Group.
  • Answers calls from hospital's staff when a patient presents in an emergency room indicating they have an Abbott implanted pacer or defibrillator
  • Pulls up patient tracking information for a given device and takes down all contact information for the calling hospital (facility name, city, state, zip, phone, and location in the emergency room)
  • Product support topics include website navigation, mobile device support, telecommunication connectivity, information, setup, and troubleshooting for Abbottproprietary remote care products.
  • Afterhours, "on call" support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.
  • Consistently meets department's performance expectations
  • Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.
  • Adheres to Abbott company policies, operating procedures and work instructions, including time management, attendance,
- product experience reporting, and patient data privacy.

  • Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
  • Maintains 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

Education:

  • High School Degree

Experience/Background*:

- _+1 Years_

  • Experience in a customer service, product support, IT, telecommunications, or related role.
  • Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.
  • Fully Bilingual (English and Spanish)

Preferred Qualifications & Education

  • Experience in the biotech, bioinstruments or medical devices industries
  • Experience working in a broader enterprise/crossdivision business unit model preferred

Shift:
Administrative

This position is office based

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