Remote Support Specialist II
Abbott
Date: 2 weeks ago
City: Petaling Jaya
Contract type: Full time
Core Job Responsibilities
- 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 or mail) to maintain and improve the organization's customer relationships.
- This role takes ownership of the customer experience and must maintain composure & professionalism in difficult situations while working independently.
- Communicate with customers (via phone & email) to answer their enquiries, understand and answer their technical question, assess their needs. Able to understand hardware, software and reagents issues.
- Apply established procedures, use appropriate tools and systems to solve technical problems through case management and follow-up on the status of outstanding cases.
- Record accurately information in the appropriate system and make sure to follow up with the “Off-hours” team and specific country team.
- The resource will apply their clinical laboratory and technical knowledge to provide continual support services to ensure ongoing customer satisfaction.
- Additional responsibilities include:
- Promoting the technical expertise of support personnel
- Promote customer adoption of contacting Remote support as troubleshooting first point of contact
- Instrument monitoring via dashboard visualization platform and provide a proactive call to customers
- Performed proactive analysis using the tools provided and assist in proving the concept of unplanned to plan instrument downtime
- Responsible for implementing and maintaining the effectiveness of the quality system.
- The remote support specialist will play the following roles:
- Customers Phone support and perform instrument monitoring from dashboard visualization platform (Training and Guidance will be provided)
- Work with cross-functional teams to propose, recommend and provide resolution to issues.
- Level I & II support for customer’s problem resolution
- Improve Customer Net Promoter Score (NPS). Quality of support and Customers satisfaction will be measured through Abbott NPS.
- Improve Customer satisfaction score (NPS)
- Improve Phone Resolution Rate
- Decrease Phone Abandon Rate
- Improve First Line Resolution Rate by reducing Dispatched.
- Service Tickets Compliance
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Freshgraduate Welcome (Customer Service-Mandarin)
Agensi Pekerjaan JobScoper Sdn. Bhd.,
Petaling Jaya
MYR 2,800
-
MYR 3,700
per month
13 hours ago
Job ResponsibilityHandle inbound and outbound calls efficiently and professionally.Provide prompt, accurate solutions to all customer inquiries and issues.Ensure customer satisfaction by delivering excellent service and support.Adhere strictly to the companyâs customer service standards.Manage high call volumes with confidence and composure.Resolve customer complaints, offer timely solutions, and follow up to ensure resolution.Maintain accurate records of all customer interactions, process customer accounts,...
Walkin Interview at Aeon Bandar Utama (17th July 2025)
AEON CO. (M) BHD.,
Petaling Jaya
MYR 1,700
-
MYR 2,200
per month
20 hours ago
Job ResponsibilityManage and understand the needs and excellent customer questions.Provide the best service and wise use a mechanism to promote the sale of products.Prepare sales / promotional area confirmed by the layout, ensure that no garbage / POP box and out-sufficient and adequate.Prepare and provide merchandise for Electrical/Audio Visual Department.Doing P.A or return defective goods to the supplier.Keeping counters for...
IT Consultant Purchasing Digitalization – Master Data
Continental,
Petaling Jaya
3 days ago
Company DescriptionContinental’s digital capabilities are growing every day. Our Sales, Logistics and Central Functions Information Technology Competence Center is the digital backbone of our company’s Tire business – and we want you to join us! Using a wide range of different technologies, the Competence Center ensures Continental’s Sales, Logistics and Central Functions organizations stay on the leading edge of all...
