{"id":3790051,"url":"https://alion.io/job/abbott-remote-support-specialist-thai-speaker","title":"Remote Support Specialist (Thai Speaker)","company":{"id":2710,"name":"Abbott","domain":"abbott.com","url":"https://alion.io/company/abbott","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":312,"ghost_share":0.003,"stale_share":0.766,"repost_share":0.016,"time_to_fill_p50_days":29,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Malaysia"],"countries":["MY"],"hiring_countries":["MY"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"X (Twitter)","optional":true}],"status":"live","first_seen_at":"2026-11-05T06:09:04Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-11T00:37:05Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"JOB DESCRIPTION:\nAbbott 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.\nAbbott Diagnostics Division\nWe’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.\nWorking at Abbott\nAt 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 will have access to:\nCareer development with an international company where you can grow the career you dream of.\nA 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.\nA 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.\nThe Opportunity\nTechnical Support Specialist, Remote Services & Support (APAC)\nAs the Technical Support Specialist, Remote Services & Support (APAC), you will provide accurate, timely, and professional technical assistance on Abbott Diagnostics products to customers across the Asia Pacific (APAC) region. This role focuses on remote troubleshooting, customer support, quality case management, and promoting remote-first support solutions to enhance customer experience, improve operational efficiency, and reduce instrument downtime.\nWhat You’ll Do\nResponsible for implementing and maintaining the effectiveness of the Quality System.\nProvide customer phone support and perform instrument monitoring through dashboard visualization platforms (training and guidance will be provided).\nDeliver Level I technical support and assist with Level II support activities where required.\nWork with cross-functional teams to recommend and support issue resolution activities.\nDrive positive customer outcomes through quality support interactions and timely case resolution.\nContribute to Customer Net Promoter Score (NPS) improvement through exceptional customer service and technical support.\nTake ownership of the customer experience and maintain professionalism, composure, and customer focus when handling complex or challenging situations.\nCommunicate with customers via phone, chat, email, and other remote support channels to answer enquiries, assess customer needs, and provide technical guidance.\nTroubleshoot and resolve issues related to Abbott laboratory analyzers, software applications, connectivity solutions, and reagents by utilizing established support procedures and diagnostic tools.\nApply appropriate processes, systems, and knowledge resources to identify root causes and provide effective solutions.\nAccurately document customer interactions, troubleshooting activities, and resolutions in the designated service management systems.\nFollow up on open service cases and collaborate with off-hours support teams and country organizations to ensure timely resolution and customer satisfaction.\nApply clinical laboratory knowledge and technical expertise to support customers and contribute to the effective operation of Abbott diagnostic systems.\nPromote customer adoption of Remote Support as the preferred first point of contact for troubleshooting and technical assistance.\nPerform instrument monitoring through approved dashboard visualization and remote monitoring platforms.\nConduct proactive customer outreach when monitoring tools identify potential performance issues or opportunities to prevent downtime.\nUtilize available tools and data to identify trends and support initiatives that reduce unplanned downtime and improve instrument performance.\nSupport continuous improvement initiatives aimed at enhancing customer experience, service quality, and operational efficiency.\nParticipate in product training programs and ongoing technical development activities.\nShare knowledge and best practices with team members to improve overall team effectiveness.\nCollaborate with Field Service, Technical Support, Commercial, Quality, and other cross-functional teams to resolve customer issues.\nRequirements\nBachelor's Degree in Clinical Laboratory Science, Medical Technology, Biomedical Engineering, Life Sciences, Biology, Human Biochemistry, or related disciplines.\nMinimum 1-3 years of relevant experience in a clinical laboratory, diagnostics, medical device, healthcare support, technical support, or customer service environment.\nExperience using laboratory automation systems and analyzers is preferred. Experience with Abbott systems is an advantage.\nBasic understanding of laboratory workflows, instrument operation, troubleshooting, and customer support processes.\nExperience providing technical or customer support in a call center, help desk, diagnostic, healthcare, or service environment is preferred.\nStrong analytical, problem-solving, and communication skills.\nAbility to work independently while effectively managing multiple priorities in a fast-paced environment.\nStrong customer service orientation and commitment to delivering a positive customer experience.\nCandidates must be highly proficient in both verbal and written communication in the supported language, as the primary responsibility involves providing technical troubleshooting and customer support to customers in their local language.\nCandidates should possess a good understanding of the culture, communication style, and customer expectations of the country or region they support.\nEnglish proficiency is required as training, documentation, knowledge management, and ticketing systems are conducted in English.\nThai proficiency is required as this role will be dealing with customers in Thailand. \nKey Performance Metrics\nImprove Customer Satisfaction Score (NPS)\nImprove Phone Resolution Rate\nDecrease Phone Abandon Rate\nImprove First Contact Resolution (FCR) / First Line Resolution Rate\nReduce unnecessary field dispatches through effective remote troubleshooting\nService Ticket Compliance and Documentation Quality\nResponse and Resolution Time Performance\nLocation:\nThis position is based in Imazium, Damansara Uptown, Malaysia.\nFollow 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.\nConnect with us at Abbott, on Facebook and on Twitter/X Abbott News and https://twitter.com/AbbottGlobal.\nThe base pay for this position is\nN/AIn specific locations, the pay range may vary from the range posted.\nJOB FAMILY:\nCustomer ServiceDIVISION:\nCRLB Core LabLOCATION:\nMalaysia > Selangor : Imazium, No. 8, Jalan SS 21/37ADDITIONAL LOCATIONS:\nWORK SHIFT:\nStandardTRAVEL:\nNoMEDICAL SURVEILLANCE:\nNot ApplicableSIGNIFICANT WORK ACTIVITIES:\nContinuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)","description_format":"text","description_chars":7081,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Thai","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Cardiovascular Devices","Diabetes Devices","Neurotech & Neuromodulation"],"lifecycle":[{"event":"open","at":"2026-11-05T06:09:04Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.631,"p_room":1,"age_days":5,"expected_fill_days":29,"reasons":["conf:0","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/abbott-remote-support-specialist-thai-speaker","json_url":"https://alion.io/job/abbott-remote-support-specialist-thai-speaker.json","meta":{"generated_at":"2026-11-11T04:45:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5600,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2710},"rest":"https://alion.io/mcp/rest/get_company?id=2710"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fabbott-remote-support-specialist-thai-speaker"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fabbott-remote-support-specialist-thai-speaker"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fabbott-remote-support-specialist-thai-speaker"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/abbott-remote-support-specialist-thai-speaker\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fabbott-remote-support-specialist-thai-speaker"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3790051}},{"tool":"search_jobs","arguments":{"company":"abbott.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3790051},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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