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Senior Technical Support Representative (TS0S5C)

Req # JR - 069145 Location Skaneateles, New York, United States Job Category Technical Services Date posted 05/05/2022

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. 

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.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.
Responsibilities include the following:
1. Take ownership of customer and partner issues through resolution by providing technical support to our customers and partners via phone, email and other support channels as required.
2. Research, diagnose, troubleshoot, and identify solutions to resolve customer and partner issues related to application use and configuration.
3. Assist field service technicians with remote troubleshooting activities (hardware and software).
4. Provide prompt and accurate feedback of issue status to customers and partners.
5. Effectively and professionally communicate complex technical issues to a broad range of customers, partners, and departments internal and external to the organization.
6. Periodically assume after hours/weekend on-call rotation and have the ability to work extended hours on occasion to resolve critical break/fix issues for top tier customers.
7. Accurately and professionally document all communication with customers and partners within the call and quality systems.
8. Proactively collaborate with peers to assist in resolving customer and partner issues.
9. Escalate customer issues to senior staff as needed.Provide detail description of the problem along with troubleshooting steps that have been performed and all outcomes resulting from actions.
10. Place orders for parts as related to service repair and troubleshooting for customers and field service.

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.

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.

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