Tier 2 Support Specialist – Diabetes Care (Mississauga)

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.

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
• Intermediate proficiency with MS Office (Outlook, Word, Excel, PowerPoint).

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.

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