Remote Support Specialist

<p><b><u>Core job responsibilities:</u></b></p><ul><li><p>This position in Abbott Diagnostics Remote Services and Support team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a call (customer call, chat & mail) to maintain and improve the organization's customer relationships.</p></li><li><p>This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.</p></li><li><p>Communicate with customers (via phone,chat & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.</p></li><li><p>Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.</p></li><li><p>Record accurately information in the appropriate system and make sure to follow up with the “Off-hours” team and specific country team.</p></li><li><p>The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction. </p></li><li><p>Additional responsibilities include:</p><ul><li><p>Promoting the technical expertise of support personnel</p></li><li><p>Promote customer adoption of contacting Remote support as troubleshooting first point of contact</p></li><li><p>Instrument monitoring via dashboard visualization platform and provide a proactive call to customers</p></li><li><p>Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime</p></li></ul></li></ul><p></p><p><b>Core Job Responsibilities</b></p><ul><li><p>Responsible for implementing and maintaining the effectiveness of the quality system.</p></li><li><p>The remote support specialist will play the following roles:</p></li><li><p>Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)</p></li><li><p>Work with cross-functional teams to propose, recommend and provide resolution to issues.</p></li><li><p>Level I & II support for customer’s problem resolution</p></li><li><p>Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.</p></li></ul><p></p><p><b>Key Performance Metrics</b></p><ul><li><p>Improve Customer satisfaction score (NPS)</p></li><li><p>Improve Phone Resolution Rate</p></li><li><p>Decrease Phone Abandon Rate</p></li><li><p>Improve First Line Resolution Rate by reducing Dispatched.</p></li><li><p>Service Tickets Compliance</p></li></ul><p></p><p><b><u>Education and experience</u>:</b></p><ul><li><p>Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems) </p></li><li><p>Minimum of 2-3 years of Clinical laboratory practice, Field application for Laboratory systems, Hardware and reagents troubleshooting experience.</p></li><li><p>Study background:  Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry, Bachelor of Science</p></li><li><p>Qualified applicants will be experienced in providing level 1 and level 2 support and making technical recommendations to ensure customer issues are resolved.</p></li><li><p>The ideal candidate will have excellent problem solving and communication skills.  This position will require significant interaction with customers. Other competencies, such as the ability to work in team-oriented environments, adaptability, and high initiative, are also critical.</p></li><li><p>Multiple language knowledge is an added advantage (Thai, Tagalog, Mandarin, Bahasa Indonesia)</p></li><li><p><b>Candidate must also possess understanding of customer nuance and culture of the country supported</b></p></li><li><p>Fluency in English is expected as trainings, documentation and ticketing are done in English</p></li><li><p>Candidate should be open to flexible straggered working hours due to the time difference of the supported countries/region</p></li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...