Technical Support Specialist

Your Role At Baxter

As a Customer Experience - Tech Support, this is where you will use your technical knowledge to support customers experiencing software and hardware product issues! By analyzing reported issues and following troubleshooting guidelines, you'll establish root cause and identify resolutions. This role directly supports Baxter's mission to save and sustain lives by providing troubleshooting support to our devices! You'll work cross-functionally with Baxter employees and customers, including pharmacy personnel and IT professionals.

Monday to Friday 10:30am to 7:30pm

What You'll Do

• Instructing customers on how to use hardware and software applications.
• Recording and documenting all customer interactions and escalates issues as necessary.
• Providing level 1 support via phone, chat, and email for new and existing customers. Additionally, updating work orders, completing checklists or call scripts, accessing portals and training, diagnosing problems, and more.
• Following all Baxter Good Documentation Practices, adheres to training, and maintains compliance with data privacy laws including HIPAA and GDPR.
• Reacting quickly and remaining calm under pressure.
• Reading electrical and pneumatic diagrams as well as sharing knowledge in any of the following areas: microprocessors, programmable controllers, electronics, circuit analysis, mechanics, sensor or feedback systems.

What You'll Bring

• High School diploma or GED required. Associates degree in Information Systems or related field preferred.
• 1 + years of experience providing online and phone technical support required.
• Experience using cell phone, laptop and tablet to perform work activities required.
• Minimum one (1) year experience in Customer Service, Call Center, or related function.
• Bilingual (English / Spanish) is a plus
• Experience installing and troubleshooting computer hardware and software, including Microsoft Windows servers and networks, applications and peripheral devices such as printers, scanners, scales, infusion pumps and other devices required.
• Required to work evening, weekends, and holidays on a rotational basis as well as "on-call".
• Experience supporting web-based and client-server database applications preferred.
• Contributing to and accessing information from a Knowledge Management (KM) system preferred.
• Technical certifications are a plus.
• Medical device or healthcare industry experience preferred.

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a required minimum number of days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission. The flexible workplace policy is subject to local laws and legal requirements. At its discretion, Baxter may decide to adjust, suspend, or discontinue as business needs change.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The rate for this position is $19.75 per hour.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please let us know the nature of your request along with your contact information.

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.