About the Role
Technical Support Specialist II
locations
Minneapolis, MN (remote)
time type
Full time
job requisition id
JR – 169851
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.