Customer Support Specialist, Lakewood, CO

$62,608 - $103,168/Yr

BD - Lakewood, CO

Full-time - Entry Level

Remote - Lakewood, CO

Miscellaneous Manufacturing

About the position

The Customer Support Specialist 2 (CSS 2) plays a crucial role in resolving complex, time-sensitive issues related to BD's medical technology products. This position involves assisting customers with escalations, troubleshooting, and providing support for PharmacyKeeper and integrated solutions. The CSS 2 is expected to build strong relationships with customers, mentor team members, and contribute to a collaborative work environment while ensuring high-quality service delivery.

Responsibilities

• Assist in resolving sophisticated customer issues, including escalations and remote troubleshooting.
• Establish rapport with customers to foster long-term business relationships.
• Provide team support and product information on BD Dispensing products.
• Mentor team members to ensure product and process competency.
• Communicate detailed updates regarding customer service issues to stakeholders.
• Answer incoming customer calls and emails, resolving issues through PharmacyKeeper UI manipulation.
• Provide guidance on running reports on PharmacyKeeper data and assist with integrated hardware solutions setup.
• Diagnose problems and generate support tickets as needed.
• Develop expertise with PharmacyKeeper applications and proactively seek new tasks/projects.
• Provide administrative assistance to cross-functional teams as needed.

Requirements

• Bachelor's degree preferred or equivalent education and work experience.
• Expertise in HIS/PIS systems and pharmacy workflow is a plus.
• Solid understanding of a variety of software applications.
• Certified Pharmacy Technician certification preferred.
• Ability to lift a minimum of 40 lbs and perform physical tasks such as pushing, pulling, and bending.

Nice-to-haves

• Experience in customer support within the healthcare or medical technology industry.
• Familiarity with BD Dispensing products and implementation methodologies.

Benefits

• Competitive salary range of $30.10 - $49.60 USD hourly.
• Opportunities for professional development and career growth.
• Flexible working hours with on-call rotation.
• Supportive work environment that values employee contributions.