Remote Care Specialist I

The Opportunity This position works in Aerocentro, Alajuela location in the Division of CRM, Cardiac Rhythm Technologies.As the Remote Care Specialist, you'll have the chance to work in a Contact Center environment under close and direct supervision on defined work assignments while following established procedures.Exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.What You'll Do Answers inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers.
This must be done using active and clear note-taking; accurately and thoroughly reporting callers' product experiences.Documents patient and clinic system complaints by preparing Field Contact Reports (FCR's) and forwarding them to the Product Performance Group.Product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and troubleshooting for Abbott-proprietary remote care products.Consistently meets department's performance expectationsProactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.Shift A [From Monday to Friday to 9am to 6pm] Required QualificationsHigh School Bachelor DegreeOne year of 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.Fully Bilingual (English and Spanish)Preferred QualificationsExperience in the biotech, bio-instruments or medical devices industriesExperience working in a broader enterprise/cross-division business unit model preferred.