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.

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 CompetenciesExcellent 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 InformationAbility 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)