About this Technical Support Center Specialist role at BD
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
The Technical Support Center Specialist is responsible for resolving technical problems in a call center/help desk environment customer of our brand products. The typical candidate is a college/university graduate or has equivalent experience.
The position duties involve taking inbound phone calls each day from customers who need technical support with our products. Frontline troubleshooting will be performed on all calls followed by case resolution, dispatch or escalation as needed. Essential duties include excellent verbal communication and customer service skills, accurate notetaking and the ability to talk and type at the same time, followed by quick troubleshooting and decision making on next steps to facilitate issue resolution.
Duties, Activities, and Responsibilities:
Answers, evaluates and prioritizes incoming telephone, voice mail, email and in-person requests for assistance with hardware, software, networking, customer service and other computer-related technologies.
Identifies the priority status of an issue based on customer feedback and the nature of the problem.
Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating more complex issues to advanced team members or department management.
Responsible for the overall ownership of the case or will ensure proper escalation processes are followed
Interview’s customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem.
Logs and tracks every customer case using problem management database, maintains history records and related problem documentation.
Consults with advanced team members and their liaisons to understand software and hardware errors. Is familiar with installation of personal computers, software and peripheral equipment.
Notifies appropriate internal personnel of issues with a particular account.
Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.
Performs other duties as assigned.
Position Requirements:
Candidate will need to be willing to work any shift which may include weekends and night shifts.
The ideal candidate must demonstrate the willingness and capability of multi-tasking, taking on several duties, tasks, projects and/or responsibilities at one time.
Highly proficient in English.
Excellent verbal and written customer service, telephone, troubleshooting and communication skills.
Qualifications
Tertiary education in any related industry. Diploma holders with a minimum of 2 years’ experience in technical support environment would be considered as well.
Certifications in IT related courses are highly preferred.
Experience or Equivalent:
1-2 years of experience in technical support.
Two years of experience in customer service, preferably in a call center environment.
Knowledge, skills and abilities requirements:
In-depth knowledge of but not limited to Windows operating system, SAP CRM and DOS command prompts, remote access services and Salesforce.
Demonstrates basic working knowledge of systems and products and how they are used in customers' business.
Diagnoses and supports systems and device problems/issues at a basic level, coordinates problem resolution and escalation process.
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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