USR Customer Support Analyst

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 KerinchiAdditional Locations
Work Shift
MY2 Night 10p-7a Mon-Fri (Malaysia)