Customer Support Specialist

Becton Dickinson; Kuala Lumpur; On-site; MYR 78,000 - 112,000; Full time

Job summary

BD, a leading medical technology company, is hiring a Customer Support Specialist in Kuala Lumpur. You will be the first voice for healthcare clients, handling inbound calls, documenting concerns, and escalating where needed to ensure quick resolutions.

The role requires 1–5 years of technical or customer support experience, strong SQL and Windows OS knowledge, and the ability to work under pressure while maintaining professional communication.

Qualifications

• Bachelor's degree preferred.
• 1–5 years of technical or customer support experience.
• Ability to document and escalate incidents accurately.

Responsibilities

• Handle inbound support calls from healthcare clients in a professional and timely manner.
• Document client details, concerns, and escalation steps clearly.
• Troubleshoot and resolve incidents or route to appropriate support tier.
• Escalate complex issues and ensure timely callbacks.
• Coordinate with field implementation for installations and shipment of parts.

Skills

SQL Server

SSIS

SQL Reporting Services

OS knowledge

Windows Services

IIS

Web Applications

Performance Counters

Group Policies

Security Permissions

Networking topology

DNS

DHCP

LAN/WAN

Telnet

Ports

XML

Active Directory

VMware

Education

Bachelor's degree

Tools

SQL Server

Job description

We are the people who give possibilities purposeBD 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 DescriptionThis 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 escalate 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 customersSkills 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 situationsOther 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 initiativeEducation/Licenses/Certifications Required:o Bachelor's degree preferredEmployee Classification:• Full-TimeWhy 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.Required SkillsOptional Skills.Primary Work LocationMYS Kuala Lumpur - Jalan KerinchiAdditional LocationsWork Shift