BD (Becton, Dickinson and Company) Technical Support Center Specialist in Kuala Lumpur, Malaysia
Job Description Summary
Answers, evaluates and prioritizes incoming telephone, voice mail, email and in-person requests for assistance with hardware, software, networking, customer service and other computer-related technologies.
Identifies the priority status of an issue based on customer feedback and the nature of the problem.
Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating more complex issues to advanced team members or department management.
Responsible for the overall ownership of the case or will ensure proper escalation processes are followed
Interviews customers to gather information about problem and leads user through diagnostic procedures to determine source of error or cause of problem.
Logs and tracks every customer case using problem management database, maintains history records and related problem documentation.
Consults with advanced team members and their liaisons to understand software and hardware errors. Is familiar with installation of personal computers, software and peripheral equipment.
Notifies appropriate internal personnel of issues with a particular account.
Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.
Performs other duties as assigned
Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi
MY2 Day 6a-3p Tue-Sat (Malaysia)
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.