Customer Support Specialist

Becton, Dickinson and Company; Kuala Lumpur; On-site; MYR 47,000 - 78,000; Full time

Job summary

Becton Dickinson is seeking a customer support specialist based in Kuala Lumpur, Malaysia. The role focuses on professional, timely communication with customers, accurate documentation of interactions, and escalation when needed.

You will support field installations and coordinate parts shipments while maintaining patient safety and service quality. The position requires a Bachelor's degree preferred and a strong foundation in IT concepts, AD/VMware environments, and networking basics.

Qualifications

• Bachelor's degree preferred in a related field.
• Experience in customer support or IT service delivery is desirable.
• Strong communication and problem solving skills are essential.

Responsibilities

• Follow customer support protocols and document interactions.
• Interact with customers professionally via verbal and written communication.
• Handle and escalate tickets in a high-pressure environment.
• Coordinate shipments of parts and supplies to customers.
• Support field teams to complete installations and ensure customer satisfaction.

Skills

Excellent communication

Time management

Team player

Problem solving

Education

Bachelor's degree preferred

Tools

SQL Server

SSIS

SQL Reporting Services

Active Directory

VMware

DNS

DHCP

Windows Services

IIS

XML

Job description

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.

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

Required Skills Optional Skills

Primary Work Location MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations Work Shift BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.

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 visit https://bd.com/careers.

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.