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:

• 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.

Professional Skills & Key Competencies

• 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.

Education Qualifications & Previous Experience:

• 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

Additional Information

• Ability to work from home with high-speed Internet access

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift

MY2 Night 10p-7a Mon-Fri (Malaysia)