Abbott is hiring a Technician 1, Remote Care to work under close supervision in a call center environment. You'll answer technical and informational questions, providing customer support for remote patient monitoring inquiries from physicians, healthcare professionals, field staff, and patients.

What You'll Do

Answer inquiries regarding technical issues, complaints, and adverse events by identifying and collecting information from callers.
Triage calls and forward them to other personnel for further assistance when appropriate.
Troubleshoot website navigation, patient monitor set-up, and product information for remote care products; refer more complex problems to supervisor.
On a rotating 24-hour 'on call' basis, follow protocols to guide patients over the phone to manually transmit transtelephonic data from ICDs or Pacemakers.
Direct patients on proper installation and set-up of transmitter equipment and troubleshoot transmitter connectivity issues.
Document patient system complaints via Field Contact Reports (FCRs) and forward to Product Reporting.
Document transmitter/receiver technical issues via Software Work Requests (SWRs).
Guide customers in navigating the Merlin.net website and respond to password reset requests.
Provide alternative data transmission options when server or IT connections are temporarily down.
Refer implantable device issues to the Technical Services Department following standard routines.
Resolve and/or facilitate the resolution of problems including identifying their causes to prevent reoccurrence.
Complete required trainings and certifications as needed.

What We're Looking For

High school diploma or other specialized training/equivalent related experience.
Ability to work in a highly matrixed and geographically diverse business environment.
Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
Ability to leverage and/or engage others to accomplish projects.
Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
Multitasks, prioritizes and meets deadlines in a timely manner.
Strong organizational and follow-up skills, as well as attention to detail.
Ability to travel approximately 10%, including internationally.
Ability to maintain regular and predictable attendance.

Nice to Have

Experience in a customer service, product support, IT, telecommunications or related role with medical device technical support experience preferred.
Experience working in a broader enterprise/cross-division business unit model preferred.