Technical Support Specialist 2

Becton Dickinson Medical Devices•San Antonio, TX

8d•Remote

About The Position

The Technical Support Specialist 2 (TSS-2) resolves complex, time-sensitive, and high-risk technical issues, including customer escalations, site downtime, remote troubleshooting, and dispatching cases to field service technicians. The role requires understanding Medstation systems from server to station, including integrations with other BD products. This position is exclusively designated to provide Customer Service Center support to internal peers related to the ES 1.1x upgrade and implementation. The specialist collaborates with a cross-functional upgrade team, communicates and coordinates support, adheres to regulatory requirements for ES 1.1x remediation, resolves cases and escalations promptly, and continually develops expertise in ES 1.1x troubleshooting and support. The role includes inbound calls, callbacks, and escalations on the 1.1x channel; professional phone and email communication; clear case documentation; customer progress updates; accurate case management and data quality; and collaboration to identify trends and resolve technical incidents. Training combines eLearning, shadowing, and on-the-job instruction. This is a limited-term assignment anticipated to last approximately through June 2028. It is a remote position working from a home office, with flexibility in working hours to meet remediation team and schedule needs. The hourly pay range is $32.10–$51.30 USD. Benefits may include medical, health, dental, and 401(k), subject to eligibility requirements.

Requirements

Bachelor’s degree in Computer Science or Electronic Technologies, or at least 3 years of equivalent experience.
At least 2 years of Microsoft SQL experience, including writing queries and analyzing SQL data using statements such as SELECT and JOIN in complex database structures.
Ability to communicate technical solutions and recommendations to a non-technical audience.
Working knowledge of Windows Server (2008+) and desktop administration (Windows 7+).
Knowledge of networking topology, terminology, and commands.
Experience or knowledge with IIS and web application administration.
Knowledge of Group Policy terminology and administration.
Knowledge of Active Directory administration.
Knowledge of VMware terminology and administration.
Ability to install peripherals such as scanners and printers.
Knowledge of DNS, DHCP, LAN/WAN, Telnet, and networking/OS ports.
At least 1 year of experience with XML.
At least 2 years of experience reviewing application and operating-system logs.
At least 1 year of experience with Wireshark.
Ability to understand BD products and how GTS and Field Service support them in customer environments.
Understanding of how BD products enhance and interact with pharmacy workflows.
Ability to identify issue trends and use available tools and team collaboration to troubleshoot customer issues.
Ability to maintain a professional demeanor when handling complex user issues and high-pressure situations.
Strong time-management skills and ability to manage multiple cases simultaneously.
Flexibility in working hours to meet remediation team and schedule needs.

Nice To Haves

SSIS (SQL Job) exposure or experience.
SQL Reporting Services experience.
CompTIA A+ or Network+ certification.

Responsibilities

Answer inbound calls, callbacks, and escalations on the 1.1x channel.
Use phone and email communication effectively and tailor communications to the audience and purpose.
Document cases clearly and succinctly, maintaining data quality and integrity in Salesforce.
Explain complex technical systems to non-technical audiences.
Assess cases broadly to resolve new, recurring, and ongoing technical incidents and identify trends.
Provide customers with progress updates, seek feedback, and ensure their needs are met.
Prioritize and manage multiple cases to provide a high-quality customer experience.
Follow and redirect others toward process checklists and collaboration processes.
Participate in and lead team issue-resolution activities using rigorous logic and methods.
Assess issue priority accurately, including with limited or no guidance, and consider multiple approaches to resolving issues.
Use available tools, resources, and team collaboration to troubleshoot customer issues.
Adhere to assigned work schedules, call schedules, attendance expectations, and required training deadlines.
Support team and organizational goals, KPIs, and SLAs through timely case resolution and closure, accurate documentation, and comprehensive case notes.
Continuously develop skills, support the success of others, and model BD Way behaviors and values.
Perform other duties and responsibilities as assigned.