Customer Support Specialist



 We are the people who give possibilities purpose

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.





Job Description

This position requires 1-5 years technical/customer support experience with the opportunity for accelerated growth. As a Customer Support Specialist you will be the first voice the client will hear and the first level of support. Your responsibility will be to accept inbound calls from doctors, nurses, pharmacies, and other healthcare entities; obtain the necessary information, attempt to resolve the incident or escalate if necessary. You will delegate pending callbacks to the appropriate Customer Support Specialist tiers. Documentation of the client’s name, concerns/complaints, facility and phone number is paramount before escalating tickets.

Essential/critical functions:

Follow necessary Customer Support protocols

Interact with customers in a professional and enthusiastic manner via verbal and written communication

Promptly answer support calls, document and transfer with a high level of urgency

Accurately document client interaction in a professional manner

Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude

Organize caseload, troubleshoot assigned queue of cases and identify those that need escalation in a high-pressure environment

Resolve open tickets and communicate resolution to the client to confirm satisfaction

Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers

Support the field implementation team to successfully complete installations

Coordinate and execute the shipment of parts and supplies to customers

Skills and Attributes:

Technical:

Databases SQL Server (SQL 2008/2012)

SSIS (SQL Job) exposure/experience

SQL Reporting Services

OS knowledge

Windows Services

IIS and Web Applications

Running Performance Counters

Basic Understanding of Group Policies

Security Permissions

Networking topology

DNS

DHCP

LAN/WAN

Telnet

Ports (Networking/OS)

Understanding of XML language

Ability to review application and OS logs

Active Directory experience or exposure

VMware experience or exposure (1+ years)

Soft Skills

Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety

Ability to understand and communicate complex technical systems to a non-technical audience Works well in a team environment

Proven ability to maintain a professional demeanor when handling complex user issues and high pressure situations

Other skills:

Excellent customer service skills (written and verbal) a must

Exceptional attention to detail

Excellent organizational skills

Ability to work in a fast-paced environment

Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations

Ability to effectively listen, empathize and reassure clients their issues will be resolved

Ability to independently research, troubleshoot, and probe technical hardware and software issues

Ability to work in a team environment

Ability to work in a remote, home office based environment

Experience using a computer in a work setting

Strong work ethic and initiative

Education/Licenses/Certifications Required:

o Bachelor's degree preferred

Employee Classification:

Full-Time

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers .

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift