Abbott

Customer Support

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries. 
JOB DESCRIPTION:
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You'll also have access to:

- Career development with an international company where you can grow the career you dream of.

- Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

- An excellent retirement savings plan with a high employer contribution.

- Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit—an affordable and convenient path to getting a bachelor's degree.

- A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

- A company recognized as one of the best big companies to work for, as well as one of the best places to work for diversity, working mothers, female executives, and scientists.

The Opportunity
This position supports Healthcare providers & patients within the Customer Care Center. 
As a Customer Support Specialist II, you'll provide responsive, professional service across phone, voicemail, and email while partnering with teams throughout the Customer Care Center. You'll resolve provider and sales-related questions, support special initiatives, and help improve processes that strengthen the customer experience and support sales strategies.

What You'll Work On

- Manage inbound and outbound customer contacts, including phone calls, voicemail, and email inquiries from providers, sales teams, and other internal customers.

- Investigate and resolve questions, service issues, and customer complaints; identify and escalate high-priority concerns when appropriate.

- Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives while documenting new procedures and opportunities for improvement.

- Deliver accurate, professional service while meeting attendance and schedule expectations, completing required training and assessments, and complying with Quality Management System policies and company standards.

Required Qualifications

- High School Diploma or General Education Degree (GED).

- Three (3) or more years of customer service experience.

- Three (3) or more years of experience in a sales or customer service environment focused on delivering exceptional customer experience.

- Strong verbal and written communication, problem-solving, organizational, and interpersonal skills with the ability to work effectively across teams and adapt to changing priorities.

- Ability to work independently, maintain schedule adherence, and use a computer and telephone simultaneously in a customer support environment.

- Must be 18 years of age or older.

- Authorization to work in the United States without sponsorship.

Preferred Qualifications

- Experience working in an inbound/outbound contact center within the healthcare industry.

- Experience supporting healthcare providers, inside sales teams, or other internal business partners in a high-volume customer service environment.

The base pay for this position is 
$17.00 – $34.00/hourIn specific locations, the pay range may vary from the range posted.
     
JOB FAMILY:
Customer Service 
DIVISION:
ONCO Cancer Diagnostics 
LOCATION:
United States of America : Remote 
ADDITIONAL LOCATIONS:
 
WORK SHIFT:
Standard 
TRAVEL:
No 
MEDICAL SURVEILLANCE:
No 
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday) 
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.     
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf     
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Customer Support Specialist II | Tues - Sat 1:30PM - 10:00PM

Customer Support Specialist II | Sun - Thurs 1:30PM - 10:00PM

• Manage inbound and outbound customer contacts through phone calls, voicemail, and email inquiries from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support healthcare providers and patients within the Customer Care Center
• Partner with teams throughout the Customer Care Center and support special initiatives to improve customer experience and sales strategies

Customer Support Specialist II

• Manage inbound and outbound customer contacts via phone calls, voicemail, and email
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Partner with teams throughout the Customer Care Center
• Support special initiatives and help improve processes that strengthen the customer experience and support sales strategies

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service across phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support special initiatives and help improve processes that strengthen the customer experience and support sales strategies

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service across phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support special initiatives and help improve processes that strengthen customer experience and support sales strategies

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service across phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Help improve processes that strengthen the customer experience and support sales strategies

• Manage inbound and outbound customer contacts, including phone calls, voicemail, and email inquiries from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support healthcare providers and patients within the Customer Care Center
• Partner with teams throughout the Customer Care Center to improve customer experience and support sales strategies

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service across phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Meet attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Help improve processes that strengthen the customer experience and support sales strategies

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service via phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support special initiatives and help improve processes that strengthen customer experience and support sales strategies

Manager

• Develop and implement payer marketing strategies to expand reimbursement and support new product launches
• Collaborate with Payer Account Management, HEOR, Medical Affairs, Sales, and Regulatory teams
• Conduct market research and analysis to identify payer needs, trends, and opportunities
• Create and deliver value propositions, messaging, and marketing materials for payer audiences
• Build and maintain relationships with key stakeholders
• Monitor and evaluate payer marketing initiatives and adjust strategies as needed
• Stay informed about healthcare policies, reimbursement trends, and the competitive landscape
• Participate in strategic planning and financial planning processes
• Understand competitive offerings and provide positioning and differentiation tools
• Interface with consultants, market research firms, advertising agencies, vendors, and customers
• Utilize market research and customer input to achieve reimbursement and market access goals
• Achieve Market Access organization goals and objectives
• Ensure compliance with quality and ethics requirements

Manager – Market Access Strategy

IT Specialist

• Manage and execute projects to implement digital healthcare solutions
• Gather pre-project requirements
• Install physical or virtual servers and Oracle databases
• Identify solutions using available tools, creating value through the proposed solution
• Conduct testing, training, and usage follow-up
• Provide technical support for Abbott systems within digital healthcare solutions
• Manage multiple activities simultaneously
• Collaborate with various Abbott departments, including Sales, Projects, Automation, Engineering, Consulting, and Logistics
• Coordinate implementation and support projects with customers and HIS/LIS vendors
• Work as part of a team, train others, and share knowledge among IT technical specialists
• Provide 24/7 on-call technical support to customers in Brazil and Argentina, according to the agreed schedule
• Develop a strong understanding of Abbott processes and lead by example
• Adhere to and promote Abbott’s Business Code of Conduct

IT Technical Specialist – Laboratory Diagnostics

Compliance

• Develop and execute global regulatory strategies for product changes, manufacturing transfers, lifecycle management, new product development, and business objectives
• Independently prepare regulatory submissions and documentation for medical devices
• Lead regulatory assessments for design, manufacturing, supplier, labeling, and process changes
• Review and approve engineering change orders, protocols, reports, specifications, risk management documentation, validation documents, and project records
• Support and maintain US and international product registrations, licenses, approvals, and technical documentation
• Serve as regulatory lead on cross-functional project teams throughout product development and commercialization
• Interpret and apply global regulatory requirements, standards, guidance documents, and industry best practices
• Prepare and maintain FDA submissions, including 510(k)s, PMAs, PMA supplements, and other submissions
• Support EU MDR activities, including Technical Documentation updates, change assessments, and notified body interactions
• Collaborate with Regulatory Operations, Quality, Clinical, R&D, Manufacturing, Supply Chain, Marketing, and other functional groups
• Analyze evolving regulatory requirements and recommend business-impact, compliance-risk, and implementation plans
• Support regulatory authority and notified body inspections, audits, inquiries, and responses
• Support company initiatives under QMS, EMS, and applicable regulatory requirements
• Maintain compliance with FDA, international regulations, company policies, procedures, and quality requirements
• Act as liaison between Abbott and regulatory agencies, including direct interfaces with FDA and Notified Bodies
• May manage direct reports or mentor other regulatory affairs specialists
• Perform other assigned duties

Principal Regulatory Affairs Specialist – Vascular

• Develop and implement payer marketing strategies to expand reimbursement and support new product launches
• Collaborate with Payer Account Management, HEOR, Medical Affairs, Sales, and Regulatory teams
• Conduct market research and analysis to identify payer needs, trends, and opportunities
• Create and deliver value propositions, messaging, and marketing materials tailored to payer audiences
• Build and maintain relationships with key stakeholders
• Monitor and evaluate payer marketing initiatives and adjust strategies as needed
• Stay informed about healthcare policies, reimbursement trends, and the competitive landscape
• Participate in strategic planning and financial planning processes
• Understand competitive offerings and provide positioning and tools to differentiate products profitably
• Manage communications with consultants, research firms, advertising agencies, vendors, and customers
• Use market research and customer input to achieve reimbursement and market access goals
• Achieve Market Access organization goals and objectives
• Ensure compliance with Quality System and Ethics/Compliance guidelines

Customer Support Specialist II | Tues - Sat 1:30PM - 10:00PM

Customer Support Specialist II | Sun - Thurs 1:30PM - 10:00PM

Customer Support Specialist II

Customer Support Specialist II

Customer Support Specialist II

Customer Support Specialist II

Customer Support Specialist II

Customer Support Specialist II

Customer Support Specialist II

Customer Support Specialist II

Customer Support Specialist II

Manager – Market Access Strategy

IT Technical Specialist – Laboratory Diagnostics

Principal Regulatory Affairs Specialist – Vascular

Manager, Market Access Strategy