Technical Support Associate

2 weeks ago

Oslo, Norway Abbott Full time

The Opportunity

This position works out of our Oslo Offices, Norway in the Rapid Diagnostics division. In this division our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges. Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe.

The Technical Support Associate , e documents complaints and inquiries on product distributed by Abbott ARDx through Infectious Diseases, Toxicology and the Cardiometabolic and Informatics business units. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and e-mail.

What You’ll Do

Receive inbound Customer calls and email communications and address in a professional and friendly manner  Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned  Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution  Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records Communicate complaint investigation conclusions to customers through written reports and phone conversations Resolve and address any complaints or inquiries within and according tools. Develop, adapt and tailor marketing communication assets and narrative as foundation for sales and marketing campaigns. Build product and portfolio business cases, considering full P&L metrics, for markets and segments to identify best product fit and return of investment the target timelines described within the key performance indicators for individuals, the team and the company  Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team  Execute applicable Quality System processes Support customers in different market time zones as required for the position.

Required Qualifications

Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.

Preferred Experience

Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints. Fluent in English and Norwegian, a 3rd European language would be beneficial. Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook

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