BD Nogales Norte · 1 week ago
Sr. Technical Support Specialist
Durham, NC
Full-time
Onsite
Senior Level
$64K/yr - $105K/yr
5+ years expBD is one of the largest global medical technology companies in the world. The Sr. Technical Support Specialist delivers advanced-level technical support for pharmacy automation solutions, providing high-level guidance to cross-functional teams and ensuring customer satisfaction through effective problem resolution.
Consumer Goods
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
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 Nogales Norte
Somos una empresa multinacional dedicada a la manufactura de dispositivos de uso médico a través de los cuales seguimos impulsando el mundo de la salud.
1001-5000 employees
H1B Sponsorship
BD Nogales Norte has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2023 (66)
2022 (4)
2021 (3)
Funding
Current Stage
Late StageCompany data provided by crunchbase