Sr Technical Support Specialist

Customer Service Support

• Fosters an open dialogue, maintains an approachable manner, and treats others fairly and respectfully. Preserves others’ self-confidence and dignity, and shows regard for their opinions when coaching and assisting other agents and specialists when faced with difficult technical issues
• 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. Uses plain talk to explain complex or technical concepts
• Sets clear objectives and measure for expectations and timelines (Internal or External)
• Supports the resolution of trending issues
• Sets clear expectation 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 when creating/updating Knowledge Articles
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met
• 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, and internal & external communications. Uses plain talk to explain complex or technical concepts
• Provides mentorship to others by providing guidance and feedback to help encourage and support quality customer interactions

• Models and sets expectations for high‑quality personal case management
• Mentors and moderates process, progress, and results to ensure adherence to process checklists & collaboration process
• Models continuous learning and fosters an environment to encourage others to continue customer education (clinical and technical)
• Knows and supports teammates’ work and deliverables. 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
• 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. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

• Advanced understanding of BD products and how technical support and Field supports them in our customers' environments
• Understanding of how our products enhance and interact with hospital workflow
• Ability to identify issue‑trends and uses available tools, resources, and team collaboration to troubleshoot customer issues

• Bachelor's degree in Computer Science or 4+ years equivalent experience

• Microsoft SQL experience (3+ Years)
• CompTIA A+ or N+ Preferred
• Ability to communicate technical solutions/recommendations to a non‑technical audience
• Windows Server (2008+) and Desktop Administration (Win7+)
• Networking topology, terminology, commands
• IIS and Web Application Administration
• Group Policies Terminology and Administration
• Active Directory Administration
• VMWare Terminology and Administration
• Installing peripherals (Scanners, Printers…)
• Application Installation and Troubleshooting

Primary

Work Location:

USA TX - San Antonio - Silicon Dr.

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.