Sr. Digital Product Support Specialist

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.

Working at Abbott

At Abbott, You Can Do Work That Matters, Grow, And Learn, Care For Yourself And Your 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 worldwide 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

This position works out of the Livermore, CA office and is part of the Abbott Heart Failure, Acelis Connected Health business. Our Heart Failure solutions are helping address some of the World’s greatest healthcare challenges.

As the Sr. Digital Product Support Specialist, you’ll have the chance to provide technical support to internal and external customers for our proprietary Acelis Connected Health (ACH) patient and clinician platform which includes web software, mobile apps, and integration via APIs and HL7. You will be configuring, testing and providing technical support for the ACH platform. This includes technical issue resolution, technical training as well as go-live and integration configuration and technical support. This role is responsible for processing day-to-day technical support related operations including escalations from Tier 1 Support. Tier 2 Digital Product Support must be a dedicated professional, knowledgeable in web-based technologies and mobile software applications with excellent communication, leadership and time management skills in addition to possessing strong computer skills and proficiency with client server and web-based software applications. Support is provided via live phone calls, email and platform chat capabilities.

What You’ll Work On

The following reflects management’s definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Provide Tier 2 technical support to end users for proprietary web and mobile software applications.
• Document and manage complaints and inquiries per Quality Management System processes and procedures.
• Simulate reported complaints and escalate to software developers for resolution.
• Execute test plans per Quality software testing standards as required with each software release as instructed by Digital Product Quality Assurance and product teams.
• Provide subject matter expertise in the Acelis eSuite of software applications.
• Develop and create documentation, procedures and support materials for technology products.
• Contribute to technical knowledgebase including maintenance of software and interface information.
• Collaborate with Digital Product Quality and Software Development and the business on projects and software releases.
• Train other staff and stakeholders on new technologies and software releases as well as explain resolutions to technical issues as needed.
• Perform HL7 Corepoint CareAgent installations on client servers including maintaining and tracking licenses.
• Manage responses to vendor IT security assessments and questionnaires.
• Research and analyze complex computer systems, identify problems, and develop and implement logical conclusions and effective solutions.
• Install and test Bluetooth devices as necessary and required with software releases.
• Identify and communicate trends internally that may impact the business or software releases.
• Operate a personal computer and program applications appropriate to assigned duties.
• Other duties outlined by the Product Manager.
  
  

Required Qualifications

• 5+ years of experience providing technical support for software applications.
• An bachelors degree in computer or information systems or relevant technical discipline or equivalent work experience.
• Demonstrated ability performing a Digital Product Support role to effectively research and resolve complex technology problems, provide software support and testing, documentation and technical training.
• Troubleshooting proficiency - ability to duplicate problems and define root causes using designs, code, or specifications.
• At least three years of experience developing relational database applications with complex MS SQL or Oracle.
• At least three years of experience creating scripts, testing in QA and implementing large data updates into production databases.
• Digital Product Support call center experience including process and procedures.
• Exceptional telephone etiquette.
• Customer education and product training.
• CRM and defect tracking system experience.
• Ability to easily adapt to and learn new technologies.
• Ability to work independently and as a full-time employee.
• Maintain important records efficiently and accurately.
• Maintain confidentiality of information processed or prepared.
• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.
• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.
• Experience with web conferencing technology
• Analytical and detail-oriented with in-depth technical knowledge and problem-solving skills.
• Strong verbal and written communication skills.
• Strong leadership, team player, and ability to work with all levels of management.
  
  

Preferred Qualifications

• HL7/FHIR integration proficiency / troubleshooting experience a plus.
• Experience with healthcare software and applications a plus.
  
  

Physical Requirements

• Must be able to work at a computer workstation for extended periods of time
  
  

Apply Now

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.

The base pay for this position is $86,700.00 – $173,300.00. In specific locations, the pay range may vary from the range posted.