**Position Summary** 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. **Abbott Rapid Dx **North America, LLC’s Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves. **Duties and Responsibilities** - 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 analysing 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 role; sharing and expanding knowledge within the ARDx Technical Support team - Execute applicable Quality System processes - Maintain ability to comply with business continuity plan (i.e. Work remotely if required) - Other duties as assigned **Required Qualifications** - 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required. - Fluency in English **Preferred Qualifications** - Minimum 1-year experience required working in a medical/clinical environment or in customer facing support role in an associated industry and being capable of providing excellent customer experience with challenging technical complaints - Demonstrates an understanding of the requirements of Technical writing. - Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook - Strong written and verbal communication skills - The role is office based but a degree of flexibility is required. - Ability to take ownership, organize workload and change priorities quickly. 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.