Technical Support Center Specialist

1 week 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® ES Systems).

**Job Description**:
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

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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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