Technical Support Representative II - Skaneateles Falls, NY

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!

Are you motivated by our mission of saving and sustaining lives? This is where you use your technical knowledge to support customers experiencing software and hardware product issues!

The Technical Support Representative II position will analyze reported issues and follow troubleshooting guidelines, establish root causes, and identify resolutions. Additionally, this role will provide support to distributors and end users for Welch Allyn Physical Exam products. Through excellent verbal and/or written communications, the Technical Support Represenative II will provide troubleshooting steps to help identify and resolve customer issues.

This is a full-time opportunity where the working hours are Monday - Friday 9:30AM EST - 6:00PM EST.

The candidate would conduct a Hybrid type model, where they would report to the Skaneateles, NY office Tuesday, Wednesday, and Thursday, and work from home Monday and Friday.

Baxter offers dental and medical insurance, paid time off, parental leave, and more!

What You'll Be Doing:

This position requires personnel to troubleshoot medical equipment, deployed in hospitals, clinics, doctor’s offices, pharmacies, and many other sales channels. Agents primarily handle two types of issues, problems with the medical device itself or problems the medical device transferring diagnostic and/or vital sign data across the client’s network.

This position supports Baxter’s customers who operate one of the many medical devices it manufactures. This is a Tier I call center position working queue calls. This is not a typical help desk position; this group does not troubleshoot internal PC problems or standard desktop software applications.

What You'll Bring:

• High School Diploma or GED required.
• 3+ years of experience; 2+ years in a customer focus role preferred
• Fluency in English
• The ability to understand and speak Spanish fluently is desirable
• Proficient keyboard and digital literacy, including functional knowledge of Excel and MS Word, or equivalent spreadsheet and word processing applications
• Knowledge of SAP and similar order management and processing system
• Numerate and accurate, particularly in relation to data integrity
• Possess a positive attitude, sensitivity to customers’ needs, enthusiasm and exceptional telephone and listening skills.
• Excellent analytical and process flow optimization skills allowing for basic trouble shooting

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

Baxflex Does not apply to employees who work in manufacturing plants, distribution centers, Global Technical Services centers, and Renal Care Services (RCS) as they need to be onsite or with customers every day.

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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $51,200 to $70,400. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

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.