Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world. The Technical Support Associate documents complaints and inquiries on product distributed by Abbott ARDx through Infectious Diseases, Toxicology and the Cardiometabolic and Informatics business units. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and e-mail. Technical support assists the customer by providing guidance on the products intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance to medical device and diagnostics post-market surveillance regulations. **Essential Duties and Responsibilities (Key Activities)** + Receive inbound Customer calls and email communications and address in a professional and friendly manner + Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned + Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking theappropriate questionsto support resolution + Document complaints and inquiries using theappropriate guidelinesand procedures to ensure completeness and accuracy of the records + Communicate complaint investigation conclusions to customers through written reports and phone conversations + Resolve and address any complaints or inquiries withinthe target timelines described within the key performance indicators for individuals, theteamand the company + Continually evaluate andidentifyopportunities to drive process improvements that positivelyimpactteam performance and customer experience + Develop andmaintainareas of expertise in product specialtiesrequiredfor role; sharing and expanding knowledge within theARDxTechnical Support team + Execute applicable Quality System processes + Maintain ability tocomply withbusiness continuity plan(i.e.Work remotely ifrequired) + Other duties as assigned + Assume responsibility and accountability for daily tasks andhighlightsany risk to Technical Support Team Lead/Supervisor. + Support customers in different market time zones asrequiredfor the position. **Dimensions – Education / Experience / Skills** + Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant disciplinei.e.but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering disciplinerequired. + Minimum1-yearof experience required working in a medical/clinical environment or in customer facing support role in an associated industry andbecapable of providing excellent customer experience with challenging technical complaints. + Fluency in thelanguagerequiredfor the role. + Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues + Demonstrates an understanding of the requirements ofTechnicalwriting. + Computer Literate; proficient in MS Word, PowerPoint,Exceland Outlook + Fluency in a secondlanguageis a distinct advantage + Strong written and verbal communication skills + The role is officebasedbut a degree of flexibility isrequired. + Ability to take ownership, organizeworkloadand change priorities quickly. An Equal Opportunity Employer Abbot welcomes and encourages diversity in our workforce. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please call 224-667-4913 or email corpjat@abbott.com