Telecommunication Specialist I

July 17, 2024

Abbott Laboratories

Alajuela

OTHER

Main Purpose of the role
Works in a Contact Center environment under close and direct supervision on defined work assignments while following established procedures. Provides answering services and provides paging services for Abbott Sales Representatives, physicians and hospital personnel.

What You'll Do

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)
Determine the specific Sales Representative that covers the hospital or the city/state and sends a text message with all the case information to that Sales Representative
Perform outbound calls to Sales Representatives to confirm receipt of case information
Triage calls, following approved troubleshooting procedures, and seeks guidance from other personnel for further assistance when appropriate.
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 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

Shift: B (Monday - Friday from 2pm to 10pm)
On-Site position

Required Qualifications

High school degree
Fully Bilingual (English and Spanish) / Required

Experience

+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.
This position is office based

Preferred Qualifications & Education

Experience in the biotech, bio-instruments or medical devices industries

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @Abbott News and @Abbott Global.

We regret to inform you that this job opportunity is no longer available