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. 

Bardy Diagnostics, a Baxter International company, is growing a team of passionate people who are dedicated to making a difference in advancing patient care in the cardiac monitoring space. It is our aim to create a positive culture among the Tech Support team and across the organization as we continue to enhance Baxter’s cardiac monitoring offering. Currently, we are looking for Level II Tech Support Specialist to join our team in Minneapolis, MN who is passionate about digital health and helping cardiac patients via our innovative remote-monitoring body sensor technologies. The right individual will join a dynamic and fast-paced environment and will work with cross-functional teams to support Baxter’s innovative cardiac monitoring products, to develop and implement new products and services, and to drive market adoption of Baxter’s offering through Bardy Diagnostics as the new standard of care in cardiac monitoring.

The Tech Support team, a subset of the Customer Experience organization, is responsible for the administration and support of Bardy’s BDxConnect portal, MCT portal, and other hardware and software products. This role is expected to perform all of the functions of our Level I and II Tech Support team members and other duties as assigned by CX management. These tasks include but are not limited to the maintenance of company business related to customer service and device processing, including the addressing of all inbound calls and e-mails with the intent of prioritizing, resolving, or redirecting inquiries to ensure the satisfaction of Baxter’s customers. Other cross-functional duties as assigned by our Sales Support and Accounting organizations may include Account set-ups, Sales Order processing, and inventory management.

Applicants should be advised that the scheduling for this full-time role, subject to change, is expected to include rotating weekend coverage in coordination with Tech Support team members.

Located in our Minneapolis office, this role is also expected to provide critical emergency coverage in the event of weather or other disaster incidents which may affect our Houston location (CX headquarters). Given this requirement, applicants should understand that in the expectedly rare event of an emergency, this role will be asked to shift into a 24/7 coverage model in coordination with other employees based in Minneapolis or other locations. This emergency configuration may include the assignment of non-standard duties, e.g. Mail-to-Patient product distribution and other critical functions.

This role will report to the Tech Support Manager at our office in Houston, TX.

Duties and Responsibilities:

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

• Answering Tech Support and CX Team calls and emails promptly and managing 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.

Minimum Qualifications/Education for this role:

• Excellent verbal and written communication skills.
• Ability to develop productive relationships with customers and colleagues.
• Excellent computer skills including a working knowledge of:
  • MS Office suite
  • PowerBI or related data storage and analytics platforms
  • Salesforce or related platforms
  • IT Ticket management systems (e.g. ZenDesk, Service Now, etc.)
  • Basic networking and network security
• Patience, professionalism, and excellent phone etiquette.
• Medical industry experience required.
• Knowledge of basic medical terminology required.
• Medical device experience preferred.
• Minimum one (1) year experience working in technical support or software administration or IT helpdesk departments.
• High School diploma required.
• Bilingual (Spanish and English) is a plus

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.

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