BD (Becton, Dickinson and Company) Technical Support Coordinator, Tech Call Center in Québec, Canada

Job Description Summary

Job Description

The Technical Support Coordinator, Technical Call Center provides technical support in the English language to internal and external customers to resolve issues and answer questions regarding proprietary software and hardware. This is an entry level position designed for individuals who have a minimum amount of prior company, department or technical experience, including company products and proprietary information. The initial 90-day training shift is Monday - Friday, 8:00 a.m. to 5:00 p.m. Candidate will be assigned to a different shift after completion of training period. You will provide technical support to meet the needs and expectations of the organization, our vendors or customers such as Nurses, Pharmacy Technicians, IT Hospital staff, etc. All the while working with fun, energetic, knowledgeable, strong team players!

This position is expected to last for an estimated 1-one year.

Accountabilities include:

  • Answers, evaluates and prioritizes incoming telephone, voice mail, email and in-person requests for technical assistance with hardware, software, and other computer-related technologies. Identifies the priority status of a case based on customer feedback and the nature of the problem.

  • Responds to customer requests and questions regarding service, products and account information. Analyzes and rectifies customer concerns using established procedures.

  • Receives, records, assigns service orders, and prioritizes incoming calls for Pyxis field personnel; dispatches field staff based on the nature of the call, staff availability, assigned geographical area and location of the call.

  • 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 at a particular account.

  • Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required.

Qualifications

Education & Experience

  • 1 to 2 years’ experience minimum in a similar function providing technical support (XML, db, SQL, networking), or 2 years’ experience in customer service, preferably in a call center environment.

  • A minimum of a High School degree plus 2 years of college in computer related field. Will consider equivalent job experience.

Knowledge, Skills & Abilities

  • The ideal candidate needs to be flexible with shift coverage in a 24x7 environment.

  • Must demonstrate the willingness and capability of multi-tasking; taking on several duties, tasks, projects and/or responsibilities at one time.

  • English language fluency required (verbal, write, read).

  • Must possess a valid work permit for employment in Canada.

  • Excellent verbal and written customer service, telephone, troubleshooting and communication skills.

  • In-depth knowledge of general computer terms and navigation skills.

  • General knowledge and experience with network troubleshooting a plus.

  • Excellent organizational skills, self-discipline and self-motivated.

  • Excellent ability to keep sensitive information confidential.

  • Ability and willingness to travel occasionally as needed, up to 10%.

  • Physical/Mental Requirements: While performing the duties of this job, the employee is occasionally required to stand or walk, stoop or kneel; is frequently required to use hands to finger, handle or feel objects; is regularly required to sit, talk, see and hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close and distant vision, and the ability to adjust focus.

Primary Work Location

CAN Québec - Boulevard du Parc Technologique

Additional Locations

Work Shift

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.