Job Description Summary
BDLA Customer Support Specialist is responsible for supporting day-to-day business operations of BD Learning Academy and associated learning platforms. The role will assist business partners, customers, IT, and stakeholders in providing technical customer support.
Job Description
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.
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Why join us?
A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.
Become a maker of possible with us!
Main responsibilities will include:
Technical
- Primary customer and internal associate support for customer facing BD portals including, but not limited, to BD Learning Academy (BDLA), My BD Learning:
- Day-to-day system and course access support for end users, including new user confirmations and access level validations
- Tier 1 customer support, including registrations, logins, and browser issues, as well as locating, accessing and using courses and portal functionality
- Tier 2 customer support, including database corrections, batch user list imports, assisting customer learning manager and educators with various tasks, including building learning objects in Articulate and/or Cornerstone Litmos OnDemand, and developing reports.
- Occasional outbound calls to help customers
- Optimize and author technical support processes and procedures
- Handoff critical issues and raise critical issues to Regional BDLA team as required
- Work with multi-functional teams of business, IT, and SMEs to gain consensus drive on solutions problem solving.
- Document solutions, develop and publish job aids, online help, and written protocols for both internal and external users
Customer Service
- Develop and maintain proactive relationships with customers, internal business units and customer facing associates representatives to resolve issues, manage cases, and troubleshoot systems.
- Understand the expectations and requirements of internal and external customers. Engage by driving these discussions and by confirming your understanding with collaborators to ensure consensus.
- Respond to reported issues and provide timely support updates to business partners and stakeholders with appropriate sense of urgency using various communication tools.
- Use business and customer knowledge for improvements in processes, products and services.
- Actively engage to understand the expectations and requirements of internal and external customers.
About you
- Excellent listening skills, communication, and problem-solving skills, and English proficient
- Knowledge of business processes and functions Agility to work in complex environments
- Experience writing technical communications, including support ticket responses, job aids, user guides, manuals, instructional videos
- Understand technical aspects of browser and database technologies to troubleshoot minor issues and understand who to work with on larger issues or concerns
- Understanding of web-based applications and Tier 1-2 ITIL support.
- Familiarity with Learning Management System use and/or administration a plus
- Proactively seek out opportunities for process improvement and assist in delivering solutions
- Be a great teammate, ask questions, and seek opportunities to grow
- Detail-oriented, self-motivated, enthusiastic, resourceful
- Ability to prioritize and manage multiple tasks. Well organized and proactive.
Education Qualifications & Previous Experience:
- Bachelor's Degree or equivalent experience in Business Systems
- Degree in Computer, Technical or web development Field a plus
- Minimum 1 -2 years of experience in a customer support role
- Minimum 2 - 3 years in information technology business systems analysis
- Prefer experience working within SAP, Salesforce.com or similar environments
- Excellent analytical and communication skills
Click on apply if this sounds like you!
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
To learn more about BD visit: https://bd.com/careers
Required Skills
Optional Skills
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Primary Work Location
POL Wroclaw - Legnicka
Additional Locations
Work Shift