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Technical Support Specialist
Baxter International Inc.. Provide Level 1 technical support via phone, email, and future chat channels for Baxter infusion pumps, associated software, and connected digital products .
About the role
Key responsibilities & impact- Provide Level 1 technical support via phone, email, and future chat channels for Baxter infusion pumps, associated software, and connected digital products
- Troubleshoot hardware, software, connectivity, and system-related issues using established troubleshooting guides, technical documentation, and standard operating procedures
- Process, document, and manage customer cases
- Ensure accurate updates, issue tracking, and timely resolution of support requests
- Support Return Material Authorization (RMA) activities for devices requiring repair, replacement, or depot service
- Guide customers through product setup, configuration, and operational issues related to Baxter infusion systems and software applications
- Escalate complex technical issues to advanced support teams
- Collaborate with internal partners to drive resolution
- Utilize support systems, Microsoft applications, knowledge management tools, laptops, tablets, and mobile devices
- Maintain compliance with HIPAA, GDPR, and applicable environmental, health, and safety requirements
Requirements
What you’ll need- High school diploma or GED
- 1+ years of technical support, help desk, desktop support, service desk, or technical call center experience
- Experience troubleshooting computer hardware, software applications, operating systems, and connected devices
- Working knowledge of Microsoft Windows operating systems and general computer networking concepts
- Experience using case management, ticketing, CRM, or knowledge management systems
- Experience utilizing Microsoft Office applications, including Outlook, Excel, and Word
- Experience supporting customers via phone, email, or other service channels
- Ability to work the scheduled 10:00 AM - 7:00 PM EST shift
- Ability to participate in a rotating on-call schedule approximately every six weeks
- Applicants must be authorized to work for any employer in the U.S.
- Baxter is unable to sponsor or take over sponsorship of an employment visa at this time
Benefits
Comp & perks- Medical and dental coverage starting on day one
- Basic life insurance
- Accident insurance
- Short-term and long-term disability insurance
- Business travel accident insurance
- Employee Stock Purchase Plan (ESPP) with discounted company stock
- 401(k) Retirement Savings Plan (RSP) with employee contributions and company matching
- Flexible Spending Accounts
- Educational assistance programs
- Paid holidays
- Paid time off ranging from 20 to 35 days based on length of service
- Family and medical leaves of absence
- Paid parental leave
- Commuting benefits
- Employee Discount Program
- Employee Assistance Program (EAP)
- Childcare benefits
- Reasonable accommodations for individuals with disabilities