Technical Support Center Specialist

3 weeks ago

Bangsar South, Malaysia BD Full time

Job Description Summary

**Job 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
Department Overview
BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD’s dispensing customers with a mission that’s focused on knowing there’s a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.
Purpose
The purpose of the Connected Med Management Technical Support Specialist (multiskilled) is to assist in resolving complex, time sensitive, and high-risk issues, which include customer escalations, sites down, remote troubleshooting, and dispatching cases to field service technicians, within a timely and professional manner. Each CMM specialist is trained to support two core products, ES and PLX or ES and CIISafe. The specialist is also expected to understand the Legacy and NextGen systems from server to station and any integrated connections to other BD products. We strive to be the leader in support by building trusted partnerships, foster open communication, drive team and cross functional collaboration, and empower our CMM TSC Specialist to take calculated risks and continuously improve our culture, processes and service.
Specific Duties, Activities and Responsibilities
Percentage of time:

- Customer Service Support 50%
- Technical 40%
- Administrative/Other10%
Knowledge, Skills and Abilities
Customer Service Support Service Orientation, Initiative, & Quality
- Fosters an open dialogue, maintains an approachable manner, and treats others fairly and respectfully. Preserves others’ self-confidence and dignity, and shows regard for their opinions when coaching and assisting other agents and specialists when faced with difficult technical issues
- Sets clear objectives and measure for expectations and timelines (Internal or External)
- Supports the resolution of trending issues
- Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
- Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts when creating/updating Knowledge Articles
- Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met
- Provides mentorship to others by providing guidance and feedback to help encourage and support quality customer interactions
Accountable
- Models and sets expectations for high-quality personal case management
- Mentors and moderates process, progress, and results to ensure adherence to process checklists & collaboration process
- Models continuous learning and fosters an environment to encourage others to continue customer education (clinical and technical)
- Knows and supports teammates’ work and deliverables. Helps teammates who need or ask for support or assistance
- Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
- Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
- Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job
Problem Solving / Decision Making
- Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
- Ensures good decisions are made when resolving new/recurring/ongoing cases
- Peer mentor and actively partners cross-regionally and across teams to solve issues
- Accurately assesses priority level and

  • Technical Support Center Specialist

    2 weeks ago

    Bangsar South, Malaysia BD Full time

    Job Description Summary This position is responsible for providing technical support to internal and external customers resolving Technical incidence and answer questions regarding proprietary software and hardware. The person in this role will play a key role in managing, resolving, and facilitating resolution for BD automated dispensing Platforms (Pyxis®...

  • Technical Support Center Specialist

    2 weeks ago

    Bangsar South, Malaysia BD Malaysia Full time

    Job Description Summary This position is responsible for providing technical support to internal and external customers resolving Technical incidence and answer questions regarding proprietary software and hardware. The person in this role will play a key role in managing, resolving, and facilitating resolution for BD automated dispensing Platforms (Pyxis®...

  • Team Lead, Technical Support Center

    4 weeks ago

    Bangsar South, Malaysia BD Full time

    Job Description Summary The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the...

  • Team Lead, Technical Support Center

    15 hours ago

    Bangsar South, Malaysia BD Full time

    Job Description Summary The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead’s responsibilities are categorized into the...

  • Technical Support Center Manager

    6 days ago

    Bangsar South, Malaysia BD Malaysia Full time

    Job Description Summary **Job 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...

  • Team Lead, Technical Support Center

    5 days ago

    Bangsar South, Malaysia BD Malaysia Full time

    Job Description SummaryThe Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills.In general, the Team Lead's responsibilities are categorized into the following...

  • L2 Technical Support

    1 week ago

    Bangsar South, Malaysia Talreso Consultancy & Advisory Sdn. Bhd. Full time

    **Responsibilities**: - Prioritize customer satisfaction by ensuring their needs are addressed promptly and effectively. - Identify, troubleshoot, and resolve system issues encountered by customers. - Escalate complex issues to senior support levels when necessary. - Collaborate with other departments and teams to address customer concerns and keep...

  • Cloud and Technical Support Specialist

    5 days ago

    Bangsar, Malaysia REGENERATION RESOURCES Full time

    As a Cloud and Technical Support Specialist, you will be responsible for providing exceptional technical support to our Japanese-speaking clients utilizing our cloud computing services.Your primary duties and responsibilities will include: Troubleshooting and resolving technical problems related to cloud computing services, including infrastructure issues,...

  • Cloud and Technical Support Specialist

    2 weeks ago

    Bangsar, Malaysia REGENERATION RESOURCES Full time

    As a Cloud and Technical Support Specialist, you will be responsible for providing exceptional technical support to our Japanese-speaking clients utilizing our cloud computing services. Your primary duties and responsibilities will include: - Troubleshooting and resolving technical problems related to cloud computing services, including infrastructure...

  • Customer Support

    2 months ago

    Bangsar South, Malaysia Menumiz Sdn Bhd Full time

    **Role**: Customer Support cum Onboarding Specialist **Responsibilities**: - Troubleshoot technical issues and collaborate with the tech team for solutions. - Conduct training sessions on POS system usage. - Assist with data migration onto Menumiz platform. - Keep updated on system enhancements and relay to customers. - Collect and communicate customer...

  • L2 Application Support Specialist

    3 weeks ago

    Bangsar South, Malaysia RF HR Solutions Sdn Bhd Full time

    Our client: IT solutions Provider, MNC with presence in over 116 countries Location: Bangsar South - Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times. - Identify, resolve or manage the resolution of system issues - Troubleshoot platform issue raised by clients or Adstreamers andescalate to the...

  • L2 Application Support Specialist

    4 weeks ago

    Bangsar South, Malaysia RF HR Solutions Sdn Bhd Full time

    Our client: IT solutions Provider, MNC with presence in over 116 countries Location: Bangsar South Salary : Up to MYR 8K + shift allowanceResponsibilities: - Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times. - Identify, resolve or manage the resolution of system issues - Troubleshoot platform...

  • L2 Application Support Specialist

    4 weeks ago

    Bangsar South, Malaysia RF HR Solutions Sdn Bhd Full time

    Our client: IT solutions Provider, MNC with presence in over 116 countries Location: Bangsar South Salary : Up to MYR 8K + shift allowanceResponsibilities: - Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times. - Identify, resolve or manage the resolution of system issues - Troubleshoot platform...

  • Technical Support

    2 weeks ago

    Bangsar South, Malaysia Techtiera Sdn Bhd Full time

    **Responsibilities**: As an technical support engineer, you must be a highly motivated, self-starter willing to listen, talk and work well with the group, offering suggestions and taking them as well. You should possess extensive experience in providing technical support in a fast-paced environment. You welcome challenges and take initiative. You write and...

  • Technical Support Manager

    2 weeks ago

    Bangsar South, Malaysia Agensi Pekerjaan Career Channel Sdn Bhd Full time

    Line management of Support Team in Kuala Lumpur, managing their knowledge, performance and development. - Recruit, train and develop new team members, and provide continuous on-the-job training, mentoring of team members - Monitor the ongoing operation of the support team and ensure adherence to process and quality measures. - Accountable for the team...

  • Tech Support

    5 days ago

    Bangsar South, Malaysia Two95HRHUB Full time

    Experience in QA, Trouble shooting, Customer support, etcLEVEL - TECHNICAL SUPPORT - Job DescriptionResponsible for Customer Service, Trouble Shooting, Technical Support, Customer CareDepartment Customer Care Location MalaysiaReporting to Customer Support ManagerResponsibilities for L1 Tech Support: Ability to keep Customer at the forefront of all requests...

  • Customer Experience Specialist

    2 weeks ago

    Bangsar South, Malaysia ManpowerGroup Full time

    Looking to cement your career in the healthcare sector? Look no further. We are looking for a passionate Customer Experience Specialist who is ready to elevate patient experiences in a fast paced environment. Position Overview: As a Customer Experience Associate, you will be the first point of contact for our valued customers. Your primary responsibility is...

  • Technical Support Manager

    5 days ago

    Bangsar South, Malaysia RF HR Solutions Sdn Bhd Full time

    Lead and manage our Kuala Lumpur Support Team, focusing on knowledge, performance, and development. Recruit, train, and mentor team members to ensure continuous improvement. Monitor operations to maintain process adherence and quality standards. Drive achievement of SLA targets, Customer Satisfaction, and operational metrics. Implement efficiency measures,...

  • Technical Support

    5 days ago

    Bangsar South, Malaysia Agensi Pekerjaan Career Channel Sdn Bhd Full time

    Role and Responsibilities Responding to support tickets and providing L1 Support to endusers Maintain configuration set by consultants across all markets Troubleshoot and resolve issues Prepare reports Data Management tasks Implementing changes to crystal report layouts Maintain knowledgebase Delivering training to endusers across the globe Proactively...

  • Technical Support Intern

    3 weeks ago

    Bangsar South, Malaysia ACESTAR SDN BHD Full time

    **Include**: - Supporting the software enhancement and digital workflow. - Configuring the hardware and software elements for optimal usability. - Resolving hardware and software problems/issues. - Familiarity with computer software systems such as Adobe, Microsoft, and more. - Offering aid to the IT department, including technical ticketing portal support,...