Technical Support Consultant

6 months ago

Winnersh, United Kingdom BD Full time

**Job Description Summary**: As the Technical support Consultant, with the Hotline Team based in Winnersh, you will triage calls from customers, and resolve technical issues where possible. Reporting to the Technical Support Manager also based in Winnersh, you will join a team of Technical Support Consultants offering 1st line support.

This role sits within the Medication Management Solutions (MMS) division, products include the ROWA range.

**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.

**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**:

- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Provide remote support to end-users.
- Respond to assigned tickets/tasks in accordance with SLA guidelines.
- Record, track, and detail the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Update technical support documentation when required.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Utilise RMM platforms to maximum efficiency.
- React to service outages promptly with consistency to standard operating procedures.
- Self-triage and dispatch tickets when required.
- Take ownership of tasks and follow through to ensure complete resolution.
- Take a personal interest in and responsibility for the quality of work performed.
- Help end users to make adjustments and configure workarounds to ensure a solution is reached in a timely manner.
- Test fixes to ensure problem has been adequately resolved.
- Action and complete 3rd Party Maintenance requests within CRM.
- Process all part requirements, including part transfers and replenishment within our UK Warehouse.
- Follow all company policies and standard processes such as accurate time tracking.
- Perform related duties consistent with the scope and intent of the position.

**About you**
- Experience within a 1st Line Technical Support role or similar experience is essential.
- Excellent Computer literacy skills is essential.
- Strong customer service and problem solving skills.
- Great telephone manner, with the capacity to remain calm, especially when dealing with angry customers.
- Willingness to learn and develop.

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.

**Primary Work Location**: GBR Winnersh - Eskdale Road

**Additional Locations**:
**Work Shift**:

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