Remote Tech Support Specialist – ES 1.1x

BD; Columbia (SC); Hybrid; USD 44,000 - 71,000; Full time

Benefits offered by this job

Medical benefits

Health/dental/401k

Job summary

BD is seeking a Technical Support Specialist 2 to resolve complex time-sensitive issues, including escalations and remote troubleshooting, across Medstation systems and ES 1.1x upgrades. You will collaborate with cross-functional teams, adhere to regulatory requirements, and maintain in-depth product knowledge to ensure high-quality customer support.

This role involves inbound/outbound customer interactions, accurate documentation in Salesforce, and guidance on BD products within healthcare

Qualifications

• Bachelor’s degree or 3+ years of equivalent experience in Computer Science or Electronic Technologies.
• Microsoft SQL experience (2+ years).
• Must be able to write queries and analyze SQL data (e.g. Select and Join statements) within complex database structures.
• SSIS (SQL Job) exposure/experience.
• SQL Reporting Services.
• Windows Server (2008+) and Desktop Administration (Win7+).
• Networking topology, terminology, commands.
• IIS and Web Application Administration.
• Group Policies Terminology and Administration.
• VMware Terminology and Administration.
• Application Installation and Troubleshooting.
• Ports (Networking/OS).
• Understanding of XML language (1+ years).
• Ability to review application and OS logs (2+ years).

Responsibilities

• Resolve complex, time-sensitive issues including customer escalations, site downtime, remote troubleshooting, and dispatching cases to field service technicians.
• Understand Medstation systems from server to station and integrated connections to BD products.
• Provide CSC support for ES 1.1x upgrade and implementation.
• Collaborate with cross-functional ES 1.1x upgrade team for timely communication and coordination of support.
• Adhere to regulatory requirements specific to ES 1.1x remediation.
• Maintain and expand knowledge of ES 1.1x to troubleshoot and support.
• Answer inbound calls, callbacks, and escalations on the 1.1x Channel.
• Use phone and email effectively; document case notes with high data quality in Salesforce.
• Provide progress updates to customers; seek feedback; ensure needs are met.
• Prioritize and manage cases to ensure high-quality customer experience.
• Demonstrate understanding of Customer Education and BD products in customer environments.
• Show understanding of Windows OS & hospital IT environments.
• Identify issue trends and use tools and team collaboration to troubleshoot.
• Complete required training within deadlines; contribute to KPIs and SLAs; grow skills and support others.
• Remote position working from home; on-site presence required with BD policy; vaccination policy may apply.

Skills

SQL experience

SQL queries & joins

SSIS

SQL Reporting Services

Windows Server admin

Networking basics

IIS admin

Group Policies

VMware

Application troubleshooting

Networking ports

XML knowledge

Log analysis

Education

Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experience

Job description

BD is seeking a Technical Support Specialist 2 to resolve complex time-sensitive issues, including escalations and remote troubleshooting, across Medstation systems and ES 1.1x upgrades. You will collaborate with cross-functional teams, adhere to regulatory requirements, and maintain in-depth product knowledge to ensure high-quality customer support.

This role involves inbound/outbound customer interactions, accurate documentation in Salesforce, and guidance on BD products within healthcare