Senior Technical Support Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Assist agents and specialists with challenging technical problems.

• Effectively communicate with customers and team members via phone and email.

• Document concise case notes and simplify complex technical concepts for better understanding.

• Establish goals, expectations, and timelines for both internal and external stakeholders.

• Aid in resolving emerging issues that are trending.

• Ensure the maintenance of high-quality CRM data and its integrity.

• Create and revise customer-focused Knowledge Articles.

• Provide updates on customer progress, solicit feedback, and ensure all needs are adequately addressed.

• Mentor peers and offer guidance and feedback on delivering quality customer interactions.

• Manage personal cases in accordance with quality standards and procedural checklists.

• Oversee processes, progress, and outcomes to confirm compliance with collaboration protocols.

• Encourage ongoing clinical and technical education for customers.

• Support team members and their project deliverables.

• Tackle issues in a constructive and professional manner.

• Actively seek feedback, new skills, work methods, ideas, and information to enhance efficiency and effectiveness.

• Diagnose customer issues using available tools, resources, and teamwork.

• Provide technical assistance for BD medical technology products in hospital settings.

⛳️ Requirements

• Bachelor’s degree in Computer Science or 4+ years of equivalent experience.

• Over 3 years of experience with Microsoft SQL.

• CompTIA A+ or N+ certification preferred.

• Ability to articulate technical solutions and recommendations to a non-technical audience.

• Proficient in Windows Server (2008+) and Desktop Administration (Windows 7+).

• Familiarity with networking topology, terminology, and commands.

• Knowledge of IIS and Web Application Administration.

• Understanding of Group Policies terminology and administration.

• Experience with Active Directory Administration.

• Familiarity with VMWare terminology and administration.

• Skills in installing peripherals, such as scanners and printers.

• Proficiency in application installation and troubleshooting.

• Comprehensive understanding of BD products and the technical support they provide in customer environments.

• Insight into how products enhance and interact with hospital workflows.

• Capability to identify trends in issues and utilize available tools, resources, and teamwork for troubleshooting customer problems.

🏝️ Benefits

• COVID-19 vaccination may be mandatory for specific roles, subject to applicable accommodations policy.

• Opportunities for learning, growth, and professional development.

• Flexibility and work-life balance for suitable workplace arrangements.