Remote Tech Support Specialist – ES 1.1x Upgrades

BD; Indianapolis (IN); Hybrid; USD 44,000 - 71,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

401k

Job summary

BD is seeking a Technical Support Specialist 2 (TSS-2) to resolve complex, time-sensitive issues, including escalations, site downtime, remote troubleshooting, and dispatching to field service. You will understand Medstation from server to station and support ES 1.1x upgrades with cross-functional teams, while adhering to regulatory requirements and maintaining Salesforce documentation.

This remote-friendly role emphasizes collaboration, training, and continuous knowledge expansion as part of a

Qualifications

• Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experience.
• Microsoft SQL experience (2+ years).
• Must be able to write queries and analyze SQL data (i.e. 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

• Collaborate effectively with a cross-functional ES 1.1x upgrade team to ensure timely communication and coordination of support.
• Ensure adherence to regulatory requirements specific to the ES 1.1x remediation efforts.
• Maintain and continuously expand knowledge of ES 1.1x to ensure proficiency in troubleshooting & support.
• Applies knowledge of support service operations to answer inbound calls, callbacks, and escalations on the 1.1x Channel.
• Acts with customers in mind when choosing and utilizing Phone and/or Email communication channels.
• Demonstrates effective use of phone and email for communication channel.
• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes.
• Maintaining high levels of data quality and integrity (Salesforce).
• Provides progress updates to the customer. Seeks customer feedback and ensures needs have been fully met.
• Taking action, prioritizing, and accurately assessing personal case management to ensure a high-quality customer experience.
• Demonstrate understanding of Customer Education (clinical and technical) and encourage others to continue learning.
• 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.
• Intermediate understanding of BD products and how GTS and Field Service support them in our customers' environments.
• Understanding of how BD products enhance and interact with the pharmacy workflow.
• Working knowledge of Windows OS & hospital IT environments.
• Ability to identify issue-trends and use available tools, resources, and team collaboration to troubleshoot customer issues.
• Complete all required training within established deadlines.
• Consistently demonstrate performance and behaviors that positively contribute to team and organizational goals, KPIs, and SLAs, including but not limited to timely case resolution and closure, accurate documentation, and comprehensive case notes.
• Embrace a growth mindset by continuously developing skills, supporting the success of others, and modeling BD Way behaviors and values in daily interactions and execution.

Job description

BD is seeking a Technical Support Specialist 2 (TSS-2) to resolve complex, time-sensitive issues, including escalations, site downtime, remote troubleshooting, and dispatching to field service. You will understand Medstation from server to station and support ES 1.1x upgrades with cross-functional teams, while adhering to regulatory requirements and maintaining Salesforce documentation.

This remote-friendly role emphasizes collaboration, training, and continuous knowledge expansion as part of a