About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:
Career development with an international company where you can grow the career you dream of.
A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
We offer flexible work policies that allow a healthy balance between personal and professional life
We invest in the development of our employees through training and growth opportunities
We foster an environment where every voice is heard and valued
The Opportunity
This position works out of our Mississauga location in the Diabetes Care division. We’re focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology.
The Tier 2 Support Specialist, is responsible for direct to HCP, Diabetes Specialists and customer interactions for high profile accounts. He/She will be responsible for the onboarding of new HCP accounts, assist with Tier 2 technical support of Libre 2/app requests and all other technically complex inquiries. Customers include but are not limited to health care professionals, parents and patients.
What You’ll Do
Support HCP’s or other diabetes professionals with all onboarding activities including account set up, trouble shooting and training
Provide adequate, accurate and timely technical support for Abbott’s Libre 2 and App products.
Ensure all requests are entered in the tracking system according to SOPs and ensure appropriate compliance to Quality Assurance policies and procedures
Support inbound HCP inquires and questions
Support LTC accounts and provide support when needed
Provide input on internal procedures or instructions
The Senior agent is also responsible to assist colleagues with requests for which their expertise and experience is required.
Consistently meets or exceed individual performance targets – including Customer Satisfaction and Sales results
Handles escalated customer issues in a professional, friendly and positive manner. Addresses complaints with the goal of increasing satisfaction and eliminating further escalations.
Provides an outstanding customer experience to both external and internal customers
Focusing on first call resolution, updates customer files accurately and completely
Maintains and improves results by adhering to a philosophy of call excellence, coupled with a focus on ensuring compliance and internal business practices are followed
Maintain positive and productive relationships with key contacts within the business and work as one team to ensure customers’ needs are a priority
Required Qualifications
Undergraduate University Degree
From 1 to 3 years of frontline experience in a Contact Center Environment
Previous Escalation call experience
Comfortable with technology and working on complex technical issues
Ability to trouble shoot and explain technical terms in laymans terms
Ability to listen, assist, advise, empathize, de-escalate and negotiate with customers in a manner that creates a superior customer experience.
Exceptional customer service, verbal and written communication skills.
Naturally empathetic, with the ability to maintain build strong rapport
Professional demeanor, stellar phone etiquette
Able to perform successfully in a high paced, results-oriented environment
Ability to build relationships and communicate with a broad range of people
Excellent organizational, administrative and analytical skills
Intermediate proficiency with MS Office (Outlook, Word, Excel, PowerPoint).
Intermediate profiency with programming of databases and other programming languages
Proven experience within a contact centre environment
Highly experienced with customer experience and able to effectively manage multiple tasks concurrently
Experienced with call center technology, specifically Five9
Proficiency in both English and French (Oral and Written )
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
