Company
Diagnostics
TechnicalSupportAssociate(Vietnamese-Speaking)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Associate (Vietnamese-Speaking). Receive inbound customer calls and email communications. Address inquiries professionally and friendly”
What You'll Achieve.
Resolve complaints within target timelines
Industry & Context.
Troubleshooting; Investigating complex issues; Resolving complex issues
Work remotely if required
What They're Looking For.
Must Have
1-year experience in medical/clinical environment or customer facing support, Computer proficient in MS Word, PowerPoint, Excel and Outlook, Fluency in Vietnamese, Demonstrates problem-solving methodologies, Detail-oriented, Critical-thinker, Experienced at investigating and resolving complex issues, Demonstrates understanding of technical writing requirements
Nice to Have
Fluency in a second language
What You'll Do.
Receive inbound customer calls and email communications
Address inquiries professionally and friendly
prioritize and manage group mailboxes
Ensure all inquiries and complaints are actioned
Provide first level support in troubleshooting customer complaints
Analyze customer problems
Ask appropriate questions for resolution
Document complaints and inquiries accurately
Communicate complaint investigation conclusions to customers
Resolve and address complaints or inquiries within target
Identify opportunities to drive process improvements
Develop and maintain areas of expertise in product
Share and expand knowledge within the ARDx Technical
Execute applicable Quality System processes
Maintain ability to comply with business continuity plan
Assume responsibility and accountability for daily tasks
Highlight any risk to Technical Support Team Lead/Supervisor
Support customers in different market time zones
How You'll Work.
Team & Collaboration
Share knowledge within team
Communication Scope
Written reports; Phone conversations
Full Job Description
## **JOB DESCRIPTION:** ## Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world. The Technical Support Associate 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. Technical support assists the customer by providing guidance on the products intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance to medical device and diagnostics post-market surveillance regulations. **Essential Duties and Responsibilities (Key Activities)** * 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 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 ro
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