Technical Support Center Specialist

1 week ago

Kuala Lumpur, 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® ES Systems).

1. Customer Service Support
a. Service Orientation, Initiative, & Quality
Quickly addresses and provides support for inbound calls
Applies analysis and knowledge to maintain high levels of data quality and
integrity
Maintains an open, approachable manner, and treats others fairly and
respectfully. Preserves others’ self-confidence and dignity, and shows regard
for their opinions
Provides to customers progress updates. Seeks customer feedback and
ensures needs have been fully met
Adapts the content, tone, style, and form to suit the needs of the reader, the
GCS Service and Support - Technical Support Specialist 1
Page 2 of 3
information when documenting case notes. Uses plain talk to explain complex
or technical concepts
b. Accountable
Sets and maintain a conscious balance of expectations and timelines
Follows process checklists & collaboration process
Organizing time effectively and utilizing self-management habits that lead to
increased productivity
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
Adresses issues in an open, constructive, professional manner, and persuades
others to approach issues in the same
c. Problem Solving / Decision Making
Uses initiative and applied logic to be creative and pro-active in assessing and
providing support to resolve new, recurring, and ongoing technical issues
Accurately assesses priority level with limited coaching
Demonstrates ability to efficiently solve issues both independently and by
consulting with senior specialists and peers for next steps
Remains open to many approaches to address needs or resolve issues. Seeks
suggestions from other parties
2. Technical
Basic understanding of BD products and how technical support and Field supports
them in our customers' environments
Understanding of how our products enhance and interact with hospital workflow
Ability to identify issue-trends and uses available tools, resources, and team
collaboration to troubleshoot customer issues
3. Administrative/Other
Adherence to work and call schedules
Timely completion of any Company or Department required training.
Performs other duties as assigned.

**Primary Work Location**: MYS Kuala Lumpur - Jalan Kerinchi

**Additional Locations**:
**Work Shift**: MY2 Day 130p-1030p Tue-Sat (Malaysia)

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