Customer Support Specialist

Becton Dickinson Sdn. Bhd.; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

Becton Dickinson Sdn. Bhd. Kuala Lumpur is seeking a Customer Support Specialist to handle inbound calls from doctors, nurses, pharmacies and healthcare providers, resolve incidents, and escalate as necessary. You will document client details and manage ticket queues in a fast-paced environment.

The role requires 1-5 years of technical/customer support experience and strong communication skills. Bachelor's degree preferred. The position is full-time on-site in Kuala Lumpur.

Qualifications

• Bachelor's degree preferred.
• 1-5 years technical/customer support experience.
• Experience handling inbound calls from healthcare entities is a plus.
• Ability to document client details and escalate tickets when needed.
• Strong written and verbal communication in a professional manner.

Responsibilities

• Follow necessary Customer Support protocols.
• Interact with customers professionally via verbal and written communication.
• Promptly answer support calls and document with urgency.
• Accurately document client interactions and escalate as needed.
• Coordinate with cross-functional teams and field implementation.
• Assist in shipment of parts and supplies to customers.
• Resolve open tickets and communicate resolutions to clients.

Skills

SQL Server

SSIS

SQL Reporting

Operating Systems

Windows Services

IIS/Web Apps

Performance Counters

Group Policies

Security Permissions

Networking

DNS

DHCP

LAN/WAN

Telnet

Ports

XML

Log Review

Active Directory

VMware

Education

Bachelor's degree

Tools

SQL Server

SSIS

SQL Reporting Services

Windows

Active Directory

VMware

Job description

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

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 escalated 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 tickets.

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

Employee Classification

• Full-Time

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 visithttps://bd.com/careers (opens in new window).

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.

Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Pharmaceuticals, Biotechnology & Medical Devices 1,001-5,000 employees

BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We lead in patient and healthcare worker safety, and technologies that enable medical research and clinical laboratories. Our innovative solutions help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, optimize respiratory care and support the management of diabetes.

BD partners with organizations around the world to address some of the most challenging global health issues. Our nearly 50,000 associates across 50 countries closely collaborate with customers and partners to help enhance patient outcomes, lower healthcare delivery costs, increase operational efficiencies and expand access to healthcare.

Our state-of-the-art facilities around the globe provide an environment that enables our highly talented and passionate workforce to be the best at their professions. We are always seeking great people to join our company on its journey to greatness.

BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We lead in patient and healthcare worker safety, and technologies that enable medical research and clinical laboratories. Our innovative solutions help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, optimize respiratory care and support the management of diabetes.

BD partners with organizations around the world to address some of the most challenging global health issues. Our nearly 50,000 associates across 50 countries closely collaborate with customers and partners to help enhance patient outcomes, lower healthcare delivery costs, increase operational efficiencies and expand access to healthcare.

Our state-of-the-art facilities around the globe provide an environment that enables our highly talented and passionate workforce to be the best at their professions. We are always seeking great people to join our company on its journey to greatness.