Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata's pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications.
The ideal TSS will have prior customer service experience and strong digital literacy. The candidate will demonstrate a willingness to bring their effective problem-solving techniques to this role, demonstrating technical expertise and communication skills. The incumbent should display a highly motivated demeanor to provide superior customer care.
Responsibilities
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 communication by using clear and succinct information when documenting case notes. Uses plain talk to explain sophisticated or technical concepts
Sets clear objectives and measure for expectations and timelines (Internal or External)
Supports the resolution of trending issues
Sets clear expectations and models' behavior to encourage high level maintenance of data quality and integrity (CRM)
Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
Provides progress updates to customers. Seeks customer feedback and ensures needs have been fully met
Accountability:
Models and sets expectations for high-quality personal case management
Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
Knows and supports teammates' work and results. Helps teammates who need or ask for support or assistance
Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
Problem Solving / Decision Making :
Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
Ensures good decisions are made when resolving new/recurring/ongoing cases
Peer mentor's and actively partners cross-regionally and across teams to tackle issues
Accurately assesses priority level and actively seeks to assist peers in assessing priority
Remains open to many approaches to address needs or resolve issues while seeking suggestions from other parties
Technical:
Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
Maintains a knowledge base of the products, prices and services available to the customer
Understanding of how our products enhance and interact with client workflow
Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
May represent Technical Assistance Center interests on multi-functional project teams as needed.
Requirements
Highschool diploma
3 + years of relevant professional Technical Support/customer service experience
Comfortable in customer facing/service roles.
Familiarity with basic networking hardware and software components.
Experience working in a team environment.
Experience processing document practices and procedures.
Experience in Customer service support in an IT support setting
Comfortable engaging in technical issues and reading technical manuals.
Ability to travel up to 15% domestic travel as needed, including travel for in person training
Associate's degree in business or technical field with 1-2 years of technical support experience
One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
Software knowledge; Microsoft certification or IT support experience.
Work Environment and Physical Demands:
Flexible in working hours, primarily supporting during the hours of department operation.
Hours of Operation: 24 hours a day, seven days per week, including all holidays.
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Benefits
Health insuranceFlexible schedule
Additional Information
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
Becton Dickinson · - Pleasant Prairie, WI