Technical Support Specialist II

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. 

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. 

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission. 

Your Role at Baxter

• This is where you 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.

• Baxter offers dental, medical, and vision insurance, paid time off, parental leave, and more.

What you'll be doing

• Performing and maintaining knowledge on two levels of technical support (Level 1 and Level 2).

• Answering Tech Support and Customer Experience team calls and emails promptly andhandlingg them efficiently.

• Troubleshooting software and hardware systems with a focus on patient care.

• Listening carefully to understand the voice and needs of multiple customer profiles and communicating the customer’s point of view to increase the entire organization’s customer focus.

• Documenting all customer calls or correspondences in company systems as appropriate and following documented procedures for all activities related to the Bardy Diagnostics Quality System.

• Sales Support duties as needed, including but not limited to: Account creation; Auditing of Sales rep and customer stock; Analysis, placement, and tracking of all product shipped directly to Sales personnel; Establishing Inventory and Shipment Accounts for newly on-boarded customers.

• Emergency Coverage as needed (including potential extended and off-hours configuration), maintaining critical functions including but not limited to Sales Support duties and Mail-to-Patient duties.

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 $25 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.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter

Equal Employment Opportunity

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.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodations
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 click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice
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.