Remote Care Specialist I

About the role

Abbott's Cardiac Rhythm Technologies division, which develops technologies to help doctors treat heart arrhythmias, is hiring a Remote Care Specialist I in its Alajuela contact center. The role works in a contact center environment under close and direct supervision on defined work assignments, following established procedures. It is office-based.

Key responsibilities

• Answer inquiries about technical issues and complaints, as well as adverse events, by gathering information from callers with clear notes and reporting their product experiences accurately.
• Document patient and clinic system complaints by preparing Field Contact Reports (FCRs) and sending them to the Product Performance Group.
• Triage calls using approved troubleshooting procedures and seek guidance from colleagues when needed.
• Support customers on topics such as website navigation, mobile device support, telecommunication connectivity, information, setup and troubleshooting of Abbott remote care products.
• Provide after-hours, rotating on-call support to customers and Abbott field personnel following outlined protocols.
• Meet department performance expectations and proactively inform the supervisor about open cases and escalations so priorities and exceptions are handled.

Required profile

• High school degree plus 1 year of experience in customer service, product support, IT, telecommunications or a related role.
• Fully bilingual in English and Spanish.
• Knowledge of computer systems including Word, PowerPoint, Excel and Outlook.
• Preferred: experience in biotech, bio-instruments or medical devices, and in a cross-division business unit model.