USR Customer Support Analyst

Job Description SummaryOur 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 DescriptionKey responsibilities:TechnicalPrimary 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 validationsTier 1 customer support, including registrations, logins, and browser issues, as well as locating, accessing and using courses and portal functionalityTier 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 reportsOccasional outbound calls to help customersOptimize and author technical support processes and proceduresHandoff critical issues and escalate issues as requiredWork with cross-functional teams of business, IT, and SMEs to gain consensus on solutionsDocument solutions, develop and publish job aids, online help, and written protocols for both internal and external usersCustomer ServiceDevelop and maintain proactive relationships with customers, internal business units and customer representatives to resolve issues, manage cases, and troubleshoot systemsUnderstand 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 toolsUse business and customer knowledge for improvements in processes, products and services.Professional Skills & Key CompetenciesExcellent listening skills, communication, and problem-solving skills, and English proficientKnowledge of business processes and functions in complex environmentsExperience writing technical communications, including support ticket responses, job aids, user guides, manuals, instructional videosUnderstand technical aspects of browser and database technologies to troubleshoot minor issues and understand who to work with on larger issues or concernsUnderstanding of web-based applications and Tier 1-2 ITIL supportFamiliarity with Learning Management System use and/or administration a plusProactively seek out opportunities for process improvement and assist in delivering solutionsBe a team player, ask questions, and seek opportunities to growDetail-oriented, self-motivated, enthusiastic, resourcefulAbility to prioritize and manage multiple tasks. Well organized and proactive.Education Qualifications & Previous ExperienceBachelor’s Degree or equivalent experience in Business SystemsAA/AS in Computer, Technical or web development Field a plusMinimum 1 -2 years of experience in a customer support roleMinimum 2 – 3 years in information technology business systems analysisPrefer experience working within SAP, Salesforce.com or similar environmentsExcellent analytical and communication skillsAdditional InformationAbility to work from home with high-speed Internet accessRequired SkillsOptional SkillsPrimary Work LocationMYS Kuala Lumpur - Jalan KerinchiAdditional LocationsWork ShiftMY2 Night 10p-7a Mon-Fri (Malaysia)