Help Desk Support/Specialist - Pleasant Prairie, WI

我们是赋予可能性以意义的人 碧迪医疗是全球领先的医疗技术公司之一。引领世界健康（Advancing the world of health™）是我们的宗旨，这绝非易事。需要我们所有人的想象力和热情——从设计、工程到每年数十亿医疗技术产品的制造和营销——去审视不可能，并找到将梦想转化为可能性的变革性解决方案。 Job Description Summary: 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. Key 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: Consults with field service engineers and other support staff; applies technical knowledge to diagnose problems; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction. 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. Minimum Qualifications: 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 Preferred Qualifications: 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. Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis. The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization. Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions. Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions. The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing. The position may involve sitting for prolonged periods. The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required. Additional physical tasks may be necessary depending on operational needs. At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting. For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law. #earlycareer 为什么加入我们？ 要在无限可能中找到意义，我们需要能够把握全局、理解我们一切工作背后人文故事的人才。我们欢迎拥有想象力和进取心的你，与我们共同重塑医疗健康的未来。在碧迪医疗，您将体验到一种能够学习、成长和蓬勃发展的企业文化。 我们相信，亲身交流能够帮助我们更快地学习、更深入地合作，并构建更强大的企业文化。加入我们，体验这种通过面对面协作，支持您的学习、进步和成功的文化。 了解更多关于碧迪医疗的信息，请访问https://bd.com/careers。 碧迪医疗是一家提供平等就业机会的雇主。我们对所有申请者一视同仁，不会因其种族、肤色、宗教、年龄、性别、信仰、国籍、血统、公民身份、婚姻或家庭或民事结合状况、家庭状况、情感或性取向、性别认同或表达、基因特征、残疾、服兵役资格或退伍军人身份，以及其他法律保护的特征而有所区别对待。 Required Skills Optional Skills . Primary Work Location USA WI - Pleasant Prairie Additional Locations Work Shift US BD 1st Shift 830am-5pm (美利坚合众国) 我们是#可能的创造者 通过合作，我们生产对患者、家庭及其医疗专业人员所依赖的产品。我们这样做是因为我们致力于推进健康世界™。但是，从制造到营销，BD需要我们所有人的想象力和激情来看待不可能的事情，并找到解决方案，将梦想变成可能，为今天、明天和未来的人们带来现实生活中的健康益处。我们一起实现这一点。我们是可能的创造者。 Apply To This Job