Sr. Technical Support Specialist jobs in United States
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BD (Tissuemed Ltd) · 2 days ago

Sr. Technical Support Specialist

positionDurham, NC
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

BD is one of the largest global medical technology companies in the world, and they are seeking a Senior Technical Support Specialist to deliver advanced-level technical support for pharmacy automation solutions. This role involves providing high-level technical guidance, troubleshooting complex issues, and contributing to the overall improvement of support processes.

Health CareHospitalMedicalMedical Device

Responsibilities

Provide expert-level technical support for pharmacy automation hardware, software, and integrated solutions through multiple channels including phone, email, and remote access tools, ensuring pharmacies maintain operational efficiency with minimal downtime
Diagnose and resolve complex technical issues through in-depth analysis and troubleshooting, often collaborating with engineering and product development teams to address challenging problems that require specialized knowledge of pharmacy automation systems
Lead critical issue resolution by investigating urgent customer problems, coordinating cross-functional responses, and maintaining clear communication throughout the resolution process to minimize impact on pharmacy operations
Document all support interactions comprehensively in the ticketing system, including detailed troubleshooting steps, technical analyses, and resolution methods to build an institutional knowledge base that improves future support efficiency
Contribute to product improvement by conducting root cause analysis of recurring issues, developing knowledge base articles for common problems, and collaborating with product teams to recommend enhancements based on real-world customer experiences

Qualification

Pharmacy automation systemsTroubleshooting complex issuesOperating systems WindowsOperating systems LinuxRemote support toolsDatabase management (SQL)Networking protocols (TCP/IP)Customer service orientationAnalytical problem-solvingCoachingKnowledge sharingExceptional communication skillsTeam collaborationTime managementMentoringCritical thinkingWork independently

Required

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience
Proven expertise in troubleshooting complex hardware, software, and network issues
Strong understanding of operating systems (Windows, Linux), databases (SQL), and networking protocols (TCP/IP)
Experience with remote support tools and ticketing systems (e.g., Salesforce, Bomgar, Pulse, Securelink, RSS)
Exceptional written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences
Demonstrated ability to work independently and as part of a team in a fast-paced, high-pressure environment
Strong customer service orientation with a commitment to delivering high-quality support

Preferred

Relevant certifications (e.g., CompTIA A+, Network+, MCSE, ITIL Foundation) are a plus
Ability to prioritize and manage multiple tasks simultaneously
Excellent analytical, problem-solving, and critical thinking skills
Minimum of 5 years of progressive experience in technical support, preferably in a healthcare technology or medical device environment

Company

BD (Tissuemed Ltd)

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Experts in bioadhesives: Tissuemed develops and markets adhesive films to prevent air, blood and fluid leaks encountered in surgery.
dateFounded in 1985
location
Leeds, Leeds, GBR
people-size11-50 employees
web-link
http://www.tissuemed.com/

Funding

Current Stage
Early Stage
Total Funding
$0.05M
2021-12-09Acquired
2015-06-01Grant· $0.05M

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