Technical Support Specialist
About The Position
Technical Support Specialists provide technical phone support and problem resolution for customers using Parata pharmacy automation solutions. They instruct customers and field engineers in the basic operation and maintenance of hardware, software, and related network and database applications. The role calls for strong customer service, digital literacy, problem-solving, technical knowledge, and communication skills, with a focus on delivering superior customer care. The position communicates with customers and colleagues by phone and email, documents cases clearly, sets expectations and timelines, provides progress updates, and seeks customer feedback. Specialists support individual case management and trending-issue resolution, collaborate with teammates and field service engineers, and help investigate root causes. They maintain knowledge of BD products, services, customer workflows, and available support resources, and may represent Technical Assistance Center interests on multifunctional project teams. The work is primarily performed in an office setting, with limited exposure to adverse environmental conditions. BD generally requires at least four days of in-office presence per week for most roles. This role supports department operating hours across a 24-hour, seven-day schedule, including holidays, and may be scheduled for rotating weekend shifts and holiday coverage. Domestic travel of up to 15% may be needed, including travel for in-person training.
Requirements
- High school diploma.
- At least 3 years of relevant professional technical support or customer service experience.
- Comfort working in customer-facing or service roles.
- Familiarity with basic networking hardware and software components.
- Experience working in a team environment.
- Experience with document-processing practices and procedures.
- Experience providing customer service support in an IT support setting.
- Comfort engaging with technical issues and reading technical manuals.
- Ability to travel domestically up to 15% as needed, including travel for in-person training.
- Ability to work scheduled weekend shifts and holiday coverage on a rotational basis.
- Ability to perform duties involving frequent hand and finger use, including typing and repetitive motions; view a computer screen for extended periods; communicate effectively by speaking and hearing; and sit for prolonged periods.
- Ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds.
Nice To Haves
- Associate degree in business or a technical field, with 1–2 years of technical support experience.
- An industry-specific certification such as CompTIA A+, Network+, or Security+, or equivalent.
- Microsoft certification or IT support experience.
Responsibilities
- Provide technical phone support and problem resolution for customers using Parata pharmacy automation solutions.
- Instruct customers and field engineers in basic operation and maintenance of hardware, software, and related network and database applications.
- Communicate effectively by phone and email, documenting case notes clearly and explaining technical concepts in plain language.
- Set clear objectives, expectations, and timelines for internal and external parties, and provide customers with progress updates.
- Support resolution of trending issues and maintain high standards for CRM data quality and integrity.
- Seek customer feedback and ensure customer needs have been met.
- Manage cases to a high standard and follow process checklists and collaboration processes.
- Mentor teammates and support continued customer education in clinical and technical matters.
- Collaborate with teammates, field service engineers, and other support staff to diagnose issues and ensure resolution and customer satisfaction.
- Lead or collaborate in resolution activities and root-cause investigations for new, recurring, or ongoing cases.
- Assess case priority accurately and help peers assess priorities.
- Maintain knowledge of BD products, prices, services, customer workflows, and available support resources.
- Identify issue trends and use available tools, resources, and team collaboration to resolve customer issues.
- Represent Technical Assistance Center interests on multifunctional project teams as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
