• Deliver exceptional support experiences for Assent’s direct customers and their suppliers • Manage critical customer escalations, understanding complex issues by reviewing read-only product code • Proactively identify and communicate trends to influence product improvements • Define, implement, and optimize AI-driven workflows and integrations to enhance efficiency • Serve as the primary technical escalation point for complex customer and supplier issues • Independently manage and resolve high-priority technical escalations with strong leadership • Clearly and proactively manage customer expectations throughout the escalation process • Partner with Engineering and Product teams to validate findings and collaboratively develop solutions • Serve as a technical mentor to junior specialists and analyze support cases for trends • Provide strategic recommendations to Product Management and Engineering based on analysis of product behavior

• Resolve technical issues via incoming phone calls from (mostly) non-technical end users. • Respond to incoming web-based support requests. • Utilize Live Chat with powerful desktop sharing tools. • Recognize trends and report them to senior level engineers. • Find and document any new support issues or product bugs. • Work with other team members to resolve active issues. • Upselling - identify product improvements by additional services offered by Intermedia. • The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers. • Self-awareness and common-sense approach to identifying issues to escalate appropriately. • Self-starter with the maturity to ask for assistance when needed.

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: 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. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments, and informatics systems is often the first step in patient care decision-making for hundreds of health conditions, from heart attacks to blood disorders to infectious diseases and cancers. 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’ll also have access to: - Career development with an international company where you can grow the career you dream of. - Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. - An excellent retirement savings plan with a high employer contribution - Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. - 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 the best place to work for diversity, working mothers, female executives, and scientists. The Opportunity The Automation Support Professional is the primary automation account contact covering both technical support and customer experience. The position provides ongoing proactive product support for assigned accounts. The customer experience aspect of this role will focus on increasing customer loyalty, securing retention, and driving value expansion at assigned accounts. Territory/Location - This position is remote. - Qualified candidates must currently live in the Grand Blanc, MI area. - Travel up to 30%. What You’ll Work On - Provide technical Level I and Level II phone and on-site support to proactively maintain product performance or resolve customer complaints for hardware, software, and reagent issues. Level I support is defined for a specific set of error codes that could be repaired in less than1.5 hrs. Level II support is defined as any error code excluding Level I that would be resolved in more than 1.5 hrs. - Perform proactive service support activities to maintain system performance. Apply standard troubleshooting tools or concepts to identify the real issue and its root cause. - Determine the level of urgency of service support requests; develop recommendations and implement solutions that reflect customer and Abbott business needs. - Record accurate and timely documentation of customer complaints and the action taken to resolve the concern. - Plan and prioritize customer visits and activities to do in each account. - Prepare, schedule, and execute training events with customers to improve customer self-sufficiency by developing the customer’s ability to troubleshoot/repair analyzers and increase knowledge of component replacement and assays. - Coordinate order, delivery, and billing of products and/or services in assigned accounts. Monitor inventory and replenish accordingly. - Responsible for Service Contract Sales at assigned accounts. - Partner with the Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategy and execution throughout the commercial cycle and participate in customer business reviews. - Understand the competitive landscape of assigned accounts or territory and leverage it to maximize business opportunities. Develop/preserve strong relationships to gain meaningful insights that will allow for value expansion opportunities. Responsible for achieving revenue generation goals in assigned accounts. Required Qualifications - Associate's Degree or equivalent experience. - 2 years of relevant experience with instrumentation utilized in a laboratory environment. - 2 years of experience interfacing with customers. Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com 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. The base pay for this position is $31.75 – $63.55/hourIn specific locations, the pay range may vary from the range posted. JOB FAMILY: Support Services DIVISION: CRLB Core Lab LOCATION: United States of America : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 50 % of the Time MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: Awkward/forceful/repetitive (arms above shoulder, bent wrists), Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Exposure to temperatures below 60 degrees Fahrenheit/16 degrees Celsius or above 85 degrees Fahrenheit/28 degrees Celsius on a regular basis, Keyboard use (greater or equal to 50% of the workday), Lift, carry, push or pull weights of more than 20 pounds/9 kilos on a regular/daily basis Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Our client is seeking a Tech Support Specialist to provide timely, effective technical assistance to customers and internal users. This role involves troubleshooting hardware, software, or SaaS issues, resolving tickets, and escalating complex cases to higher-tier teams. The Tech Support Specialist ensures customers feel supported and that technical issues are resolved quickly, accurately, and professionally. Responsibilities - Customer Support & Troubleshooting: - Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow. - Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors). - Provide step-by-step guidance to customers in non-technical language. - Issue Escalation: - Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams. - Document troubleshooting steps before handoff to minimize duplication of work. - System Administration (Basic): - Perform account provisioning, access permissions, and system resets. - Support onboarding/offboarding processes for internal users. - Documentation & Knowledge Base: - Create and update internal support documentation and FAQs. - Document recurring issues and solutions to improve resolution speed. - Monitoring & Alerts: - Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively. - Report trends and recurring problems to leadership for root cause analysis. - Collaboration: - Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests. - Share customer insights to improve product functionality. Qualifications - Clear, empathetic communicator with strong problem-solving skills. - Comfortable working across multiple systems and tools simultaneously. - Calm and professional under pressure, especially with frustrated customers. - Detail-oriented with strong documentation habits. Requirements - 1–2 years technical support, IT helpdesk, or customer-facing troubleshooting. - Experience with ticketing systems (Zendesk, Jira, ServiceNow). - Familiarity with SaaS applications, networking basics, or operating systems (Windows, macOS, Linux). - Strong written and verbal English skills. Ideal Experience & Skills - CompTIA A+, Network+, or equivalent certifications. - Experience supporting APIs, integrations, or SaaS platforms. - Exposure to monitoring tools (Datadog, Splunk, New Relic). - Industry experience in SaaS, IT services, or hardware support. What Does a Typical Day Look Like? A Tech Support Specialist’s day revolves around resolving technical issues and ensuring customers remain productive. You will: - Start by checking ticket queues, prioritizing urgent SLA-bound issues. - Respond to support tickets and calls, troubleshooting step by step and documenting your process. - Escalate complex issues to Tier 2/3 support, ensuring detailed notes are logged. - Update FAQs and knowledge base articles as recurring issues are identified. - Collaborate with product and engineering teams to flag bugs or provide feedback. - Wrap up by reviewing metrics (ticket resolution times, backlog) and planning improvements. Key Metrics for Success (KPIs) - First Response Time (FRT) within SLA. - Average Resolution Time (ART) reduced over time. - First Contact Resolution (FCR) rate ≥ 70–80%. - CSAT score ≥ 90%. - Knowledge base updated regularly with recurring solutions. Interview Process - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., resolve 2–3 simulated support tickets or walk through a troubleshooting case) - Client Interview with Support/Engineering Leadership - Offer & Background Verification