Technical Support Specialist 2

Purpose

The Technical Support Specialist 2 (TSS-2) assists in resolving complex, time-sensitive, and high-risk issues, including customer escalations, site downtime, remote troubleshooting, and dispatching cases to field service technicians, in a timely and professional manner. Each TSS-2 is expected to understand the Medstation systems from the server to the station, as well as any integrated connections to other BD products.

This role is exclusively designated to provide CSC support to internal peers related to the upgrade and implementation of ES 1.1x. 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. Operate efficiently in a dynamic upgrade environment to promptly resolve cases and escalations. Maintain and continuously expand knowledge of ES 1.1x to ensure proficiency in troubleshooting and support.

Responsibilities

• 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
• Ability to understand and communicate complex technical systems to a non-technical audience
• Looks toward the broadest possible view of cases to resolve new/recurring/ongoing technical incidents
• Ability to identify trends in case work
• Maintaining high levels of data quality and integrity (Salesforce)
• Maintains an open, approachable manner and treats others fairly and respectfully
• Provides progress updates to the customer. Seeks customer feedback and ensures needs have been fully met
• Takes action, prioritizes, and accurately assesses personal case management to ensure a high-quality customer experience
• Excellent time management skills with the ability to manage multiple cases simultaneously
• Follows and redirects others towards process checklists & collaboration process
• Demonstrate understanding of Customer Education (clinical and technical) and encourage others to continue learning
• Addresses issues in an open, constructive, and 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 one's efficiency and effectiveness on the job
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
• Applies rigorous logic and methods to participate and lead the team's issue resolution activities
• Accurately assesses priority level with limited to no guidance
• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties
• 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
• Adhere to assigned work schedules, call schedules, and attendance expectations
• 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
• Perform other duties and responsibilities as assigned

Training

Combination of eLearning training and shadowing, followed by on-the-job training.