USR Customer Support Analyst
BD
Date: 1 week ago
City: Remote
Contract type: Full time
Remote
Job Description Summary
Our USR Customer Support Analyst 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
Key responsibilities:
Optional Skills
Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi
Additional Locations
Work Shift
MY2 Night 10p-7a Mon-Fri (Malaysia)
Our USR Customer Support Analyst 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
Key responsibilities:
- Technical
- Primary customer and internal associate support for customer facing BD portals including, but not limited, to BD Learning Academy (BDLA), My BD Learning, and MedBank:
- 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 Cornerstone OnDemand, and developing reports
- Occasional outbound calls to help customers
- Optimize and author technical support processes and procedures
- Handoff critical issues and escalate issues as required
- Work with cross-functional teams of business, IT, and SMEs to gain consensus on solutions
- 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 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 stakeholders to ensure consensus.
- Respond to reported issues and provide timely support updates to business partners and stakeholders with appropriate sense of urgency utilizing various communication tools
- Use business and customer knowledge for improvements in processes, products and services.
- Excellent listening skills, communication, and problem-solving skills, and English proficient
- Knowledge of business processes and functions 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 team player, ask questions, and seek opportunities to grow
- Detail-oriented, self-motivated, enthusiastic, resourceful
- Ability to prioritize and manage multiple tasks. Well organized and proactive.
- Bachelor’s Degree or equivalent experience in Business Systems
- AA/AS 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
- Ability to work from home with high-speed Internet access
Optional Skills
Primary Work Location
MYS Kuala Lumpur - Jalan Kerinchi
Additional Locations
Work Shift
MY2 Night 10p-7a Mon-Fri (Malaysia)
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