Job DetailsLevel: EntryJob Location: Montoursville Office - Montoursville, PA 17754Salary Range: $11.50 - $12.00 HourlyWork From Home-Customer Service ***Equipment Provided*** ***Paid Training*** At ACC Premiere, we're passionate about customer service. Our talented team of professionals provides exceptional service experiences for the consumers of many well-known brands via phone, social media, live chat, and email. Our company prides itself on promoting from within, and our culture is built on communication and an employee-centric work environment. We are seeking individuals with experience in retail, customer service, and/or data entry. We are currently hiring professionals to work in the role of: Remote Customer Service Representative RESPONSIBILITIES: Handle customer inquiries and complaints Document and update customer records based on interactions Maintain a knowledge base of the evolving products and services Increase customer retention by implementing creative problem-solving skills Handle numerous customer inquiries promptly, accurately, and efficiently PREFERRED SKILLS: Minimum of 2 years customer service experience in a call center environment Experience supporting brand products and services Positive and professional demeanor Excellent written and verbal communication skills Minimum HS diploma, college preferred Experience with diagnosing and troubleshooting Has experience supporting consumer products and/or services. TRAINING: Product training (Understanding of our client's range of products, ingredients, application, adverse effects, etc.) Systems training (How to use CRM and ACD Tools) Remote training (via the video conference platform Zoom) 100% Attendance WHY US? We inspire and develop employees to be able to effectively empathize with consumers. We create experiences that provide promotion opportunities from within. We motivate and encourage our employees to contribute new viewpoints which add to our team-oriented culture! Home Environment and Work Space: Dedicated home office workspace, preferably a separate room with its own door Adequate space to set up the workstation Ability to hardwire internet (plug directly into your router) Three power connections- either three outlets or a power strip (one for each monitor and one for the PC tower) Agents are responsible for maintaining the workspace in a safe condition Personal disruptions are not allowed during scheduled hours and should not be audible in background noise. This includes but not limited to: Loud music Non-work-related phone calls Other household members You are scheduled on the phone throughout the entirety of your shift. It’s essential to understand this job does not allow flexibility to answer the door or be on-call care for others during work hours. EEO Statement: ACC Premiere is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state, or local law. Qualifications

• Serve as a Tier 2 escalation point for complex customer issues related to surgical video capture, livestreaming, cloud connectivity, and device performance • Provide remote technical troubleshooting, with occasional on-site support as required • Diagnose and resolve issues related to: - Network configuration, firewalls, and secure hospital environments - Video quality, stream reliability, and data upload failures - Device connectivity to DNS, NTP, proxy servers, and cloud services • Leverage device logs, telemetry tools, and system diagnostics to identify root causes and implement fixes • Support customers across the full lifecycle: pre-sales technical support, implementation, go-live, and post-go-live • Assist with pre-installation site surveys, system installations, maintenance, and upgrades • Partner with Product Engineering, Implementation Specialists, and Field Service Engineers to ensure a seamless customer experience • Act as a technical bridge between Tier 1 support and Engineering, escalating issues with clear documentation and actionable insights • Collaborate closely with Product, Engineering, Sales, and Customer Success teams • Serve as a voice of the customer, feeding real-world insights into product and service improvements • Contribute to the design and refinement of global support processes, tools, and escalation paths • Support the transition toward Tier 3 support and serviceability, including proactive issue detection and prevention • Participate in incident reviews, documentation improvements, and knowledge sharing across the global team

• Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans • Properly document coaching and development conversations in HR system • Complete performance appraisals; write appropriate corrective actions, when needed • Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications • Analyze and leverage data to make recommendations, decisions and improve team performance • Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities • Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions • Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication • Promote positive change management • Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines • Implement, enforce, and support company and departmental policies and procedures • Maintain a deep understanding and stay informed on business, new product, tools, processes, etc • Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program • Conduct interviews and evaluate candidates for hiring purposes

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 are 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 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 a 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 on-going 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 a remote position. - Qualified candidates must currently live in the Appleton WI area. - Travel up towards to 25% 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 to 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 level of urgency of service support requests; develop recommendations and implement solutions that reflect customer and Abbott business need. - 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 Enterprise Account Manager and/or Sales Executive to develop account-specific lab strategy and execution throughout commercial cycle and participate in customer business reviews. - Understand 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 - Associates 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: No MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment, Keyboard use (greater or equal to 50% of the workday) 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