Customer Support Specialist (12-Month Contract, US Working Hours)
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Job Description Summary
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 ticketsJob Description
We are the makers of possible
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.
Why Join Us?
A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.
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 health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
Become a maker of possible with us!
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: Bachelor's degree preferred
Required Skills
Optional Skills
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