Customer Support Specialist (Eastern Time) – BAXTER

Job Description

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 build trust to achieve results!

The Technical Support Specialist provides customers with technical support for software and hardware product issues in a remote call center environment. This position effectively analyzes reported issues, follows detailed troubleshooting guidelines, and work instructions to assess root cause and identify solutions to resolve issues in a timely and efficient manner. Technical Support Specialists enjoy helping others, working independently as part of a greater team, applying attention to detail, and using critical thinking skills to provide customer focused solutions.

The preferred time zone for this person is EST. This is a remote position.

What You’ll Be Doing:
• Provides level 1 support to customers via phone, chat, and/or email for Baxter products and system peripherals focusing on customer satisfaction, quality, and efficiency to resolve customer issues
• Instructs customers on how to use hardware and software applications
• Records and documents all customer interactions properly in accordance with defined procedures, ensuring accuracy in reporting
• Interfaces and interacts effectively with Baxter employees and customers, including pharmacy personnel, and IT professionals
• Engages additional departments and advances issues to appropriate personnel and/or departments
• Regularly uses mobile devices such as cell phone, laptop and tablet to connect with customers, update work orders, complete checklists or call scripts, access portals and training, diagnose problems and maintain schedule of activities
• Maintains product knowledge through continuous training and uses the latest troubleshooting methods, SOPs, training manuals, and other reference materials
• Maintains compliance with laws protecting data privacy including HIPAA and GDPR
• Adheres to all environmental, health and safety SOP’s, equipment, policies, and procedures, including any department specific requirements.
• Performs other duties as assigned.

What You’ll Bring:
• High School diploma or GED required
• College degree in computer information systems or related field preferred
• Technical certifications are a plus
• 1- 2 years related experience providing technical support
• Experience using mobile devices such as cell phone, laptop and tablet to perform work activities preferred
• Previous call center experience is highly preferred
• Experience supplying and accessing information from a Knowledge Management system
• Experience supporting web-based and client-server database applications
• Experience installing and/or supporting Microsoft Windows servers and networks
• Experience installing and/or troubleshooting computer hardware and software, including applications and peripheral devices such as printers, scanners, scales, infusion pumps and other devices
• Medical device industry background preferred
• Proactive and results-oriented who can work independently and as part of a team to effectively lead assignments and support customer queues
• Must have proven track record to exercise independent judgment and draw accurate conclusions in order to effectively troubleshot technical issues based on available information
• Must have excellent verbal and written communication skills
• Good social skills with the ability to react quickly, accurately, and remain calm under pressure
• Ability to give full attention to what other people are saying, taking time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times
• Ability to understand the importance of details and convey the meaning to others
• Ability to follow steps, actions, or instructions in a certain order or pattern according to a specific rule or set of rules (e.g., login instructions, navigation, database connections)
• Highly proficient and comfortable navigating and using computers and computer-based systems
• General knowledge of computer hardware and software, including applications and peripheral devices such as printers, and scanners
• Required to maintain reliable internet connection to effectively support business systems
• Ability to sit and look at a computer and/or mobile devices for long periods of time
• May require expertise in electro-mechanical problem solving and reading electrical and pneumatic diagrams as well as knowledge of microprocessors, programmable controllers, electronics, circuit analysis, mechanics, sensor, or feedback systems

Travel Requirements:
• Required to work evenings, weekends, holidays, as well as “on-call” on a rotational basis

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 estimated base salary for this position is $33,000 to $76,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

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.

EEO is the Law

EEO is the law – Poster Supplement

Pay Transparency Policy

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.

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