JOB DESCRIPTION SUMMARY

Technical Support Specialist

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.

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.

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 partie

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
• Displays a positive demeanor 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

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.

Administrative/Other

• Alignment to work and call schedules
• Timely completion of any Company or Department required training.
• Performs other administrative tasks as needed

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.