Senior Specialist, Technical Support

Sr Specialist, Technical Support

• United States of America – Remote
• Full time
• JR – 108099

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

The Sr Specialist, Technical Support 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 determine solutions to resolve issues in a timely and efficient manner. The Sr Specialist, Technical Support will 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.

Your Team

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

What you’ll be doing

• Provides level 1 and technical 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.
• Develops backend solutions to hospital software configuration requests.
• Guides customers on how to use hardware and software applications.
• Records and documents all customer interactions accurately in accordance with defined procedures, ensuring accuracy in reporting.
• Interfaces and interacts effectively with Baxter employees and customers, including pharmacy personnel and IT professionals.
• Design SQL and VBScript scripts and queries for advanced software issues.
• Regularly uses mobile devices such as cell phone, laptop and tablet to connect with customers, update work requests, write/implement scripts, access portals and training, diagnose problems and maintain schedule of activities.
• Maintains and expands product knowledge/documentation 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.

What you’ll bring

• High School diploma or GED, required.
• Bachelors degree in computer information systems or related field required or 5+ years related experience.
• 3-5 years related experience providing technical support, required.
• Ability to work evenings, weekends, holidays, as well as “on-call” on a rotational basis, required.
• Certification or experience in SQL and VBScript, preferred.
• Previous call center experience is highly preferred.
• Experience contributing and accessing information from a Knowledge Management system.
• Experience supporting web-based and client-server database applications, and installing and/or supporting Microsoft Windows servers and networks.
• Demonstrate ability to exercise independent judgment and draw accurate conclusions in order to effectively troubleshoot technical issues based on available information.
• Must have excellent verbal and written communication skills.
• Required to maintain reliable internet connection to effectively support business systems.
• 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.

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. To that end, this position has a base salary between $52,800 – $132,000. The actual salary may vary based upon several factors including, but not limited to, relevant skills/ experience, time in role, business line, and geographic/ office location.

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.