Senior Customer Experience Advisor
4 weeks ago
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 114,000 colleagues serve people in more than 160 countries.
About LingoMeet Lingo, a new biosensing technology that provides users a window into their body. Lingo tracks key biomarkers â such as glucose, ketones, and lactate â to help people make better decisions about their health and nutrition. Biowearable technology will digitize, decentralize and democratize healthcare, enabling consumers to take control of their own health.
A New Category of Consumer Biowearables: Meet Lingo - YouTube
The opportunity
Personalized healthcare is the future. Working on Lingo, you will help build a next-generation technology that enables individuals to make decisions about how to improve energy, lose weight or enhance athletic performance. The Lingo team embodies a start-up culture and mindset with the backing of Abbott, a company with a rich history of healthcare innovation. Join us and grow your career as you help Abbott shape the future of healthcare.
The Senior Customer Experience Advisors will work out of our Lingo location in Alameda, CA.
What you will do:
- As our escalation team, you will handle more complex and niche type tickets and help support us in putting the customer first.
- You will support our VIP customers in aspect of their journey.
- You will provide world class customer service via Chat, social messaging, phone, email.
- Support our social media platforms and answer more ad-hoc questions and comments.
- Responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of our first level customer service team.
- Demonstrating your technical skills to support customers with OS and Android operating systems, Bluetooth connected devices.
- You will Perform advanced troubleshooting and add implemented solutions to knowledge base articles.
- Be able to recognise and escalate difficult technical issues to appropriate channels.
- Work closely with internal and external teams on projects and new processes.
- Look for better ways of doing things to improve customer service experience and sharing new ideas.
- Be the voice of the customer for the growing business.
What you will bring:
- Prior experience in Tier 2 or Tier 3 customer specialist teams
- Social media questions and comments experience
- An attitude to roll your sleeves up within a new start up environment
- The ability to quickly learn new skills and technologies
- An ability to thrive in a fast paced and quickly changing environment
- Advanced technical understanding of iOS and Android operating systems, Bluetooth connected devices
- A genuine passion and drive to put the customer first
- Flexibility to the working hours while we figure out what our customers prefer
- Zendesk Experience or Saleforce would be beneficial
- Experience of mapping new process solutions would be beneficial
- Experience of supporting training would be beneficial
What we offer:
A unique opportunity with the positives of a start-up mindset and culture, but the strong benefits of a corporate brand. We offer a fantastic range of benefits including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme, as well as excellent development opportunities.
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 $65,900.00 â $131,900.00. In specific locations, the pay range may vary from the range posted.
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