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BD (Becton, Dickinson and Company) develops medical technology for healthcare providers, laboratories, and patients worldwide. Its portfolio spans medication management, drug delivery, surgical care, cervical cancer screening, laboratory services, and infection risk management. The company also delivers clinical insights designed to support safer, more efficient care and better patient outcomes. BD’s work combines healthcare technology, manufacturing, and service capabilities across areas of global health and sustainability.
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Customer Support Specialist - Medical Technology (Remote, Malaysia)

Provide remote technical support for BD medical technology products. Assist healthcare customers by troubleshooting incidents, managing escalations, and coordinating installations and shipments.

MYMalaysiaRemoteFull-timeJuniorNo degree requiredEnglish RequiredCustomer Support
DNSSQLSSISVMware

Description

  • Adhere to required Customer Support procedures
  • Communicate professionally and enthusiastically with customers through verbal and written channels
  • Answer support calls promptly, record interactions, and transfer calls with urgency
  • Maintain accurate records of all client interactions
  • Manage caseloads, troubleshoot assigned queues, and identify cases that require escalation
  • Resolve open tickets and communicate outcomes to confirm customer satisfaction
  • Use internal support applications to coordinate with colleagues and communicate with customers
  • Assist the field implementation team with completing installations
  • Coordinate and arrange shipments of parts and supplies to customers
  • Handle inbound calls from doctors, nurses, pharmacies, and other healthcare organizations
  • Gather required information, attempt incident resolution, and escalate issues when needed
  • Assign outstanding callbacks to the appropriate Customer Support Specialist tier
  • Record client names, concerns or complaints, facilities, and telephone numbers before escalation

Requirements

  • 1–5 years of experience in technical or customer support
  • Bachelor’s degree preferred
  • Knowledge of SQL Server databases, including SQL Server 2008 or 2012
  • Exposure to or experience with SSIS and SQL Jobs
  • Knowledge of SQL Reporting Services
  • Understanding of operating systems
  • Knowledge of Windows Services
  • Experience with IIS and web applications
  • Ability to run performance counters
  • Basic understanding of Group Policy
  • Knowledge of security permissions
  • Understanding of network topology
  • Knowledge of DNS
  • Knowledge of DHCP
  • Understanding of LAN and WAN networks
  • Knowledge of Telnet
  • Understanding of networking and operating system ports
  • Understanding of XML
  • Ability to review application and operating system logs
  • Experience with or exposure to Active Directory
  • At least one year of VMware experience or exposure
  • Excellent written and verbal communication skills
  • Strong time management and multitasking abilities
  • Commitment to quality, customer service, and patient safety
  • Ability to explain complex technical systems to non-technical audiences
  • Ability to collaborate in a team environment
  • Professional approach to complex user issues and high-pressure situations
  • Strong customer service skills
  • Exceptional attention to detail
  • Excellent organizational abilities
  • Ability to perform effectively in a fast-paced environment
  • Ability to listen, empathize with, and reassure clients
  • Ability to independently research and troubleshoot technical hardware and software issues
  • Ability to work remotely from a home office
  • Experience using computers in a professional setting
  • Strong work ethic and initiative

Benefits

  • Opportunity for accelerated career growth
  • Opportunities for learning, professional growth, and development
  • Equal opportunity employment

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