Technical Support Representative II - Skaneateles, NY

Your Role at Baxter

• This is where you use your technical knowledge to support customers experiencing software and hardware product issues!
• By analyzing reported issues and following troubleshooting guidelines, you'll establish root cause and identify resolutions.

This role is a full-time position. The schedule includes working Monday - Friday, 9:30 AM EST - 6:00 PM EST. The candidate must be local to Skaneateles, NY, where they can conduct a Hybrid Model, reporting to the office on Tuesday, Wednesday, and Thursday.

Your Team

• This role directly supports Baxter's mission to save and sustain lives by providing troubleshooting support to our devices!
• You'll work cross-functionally with Baxter employees and customers, including pharmacy personnel and IT professionals.
• Baxter offers dental, medical, and vision insurance, paid time off, parental leave, and more.

What You'll Be Doing

• Instructing customers on how to use hardware and software applications.
• Recording and documenting all customer interactions and escalates issues as necessary.
• Providing level 1 support via phone, chat, and email for new and existing customers. Additionally, updating work orders, completing checklists or call scripts, accessing portals and training, diagnosing problems, and more.
• Following all Baxter Good Documentation Practices, adheres to training, and maintains compliance with data privacy laws including HIPAA and GDPR.
• Reacting quickly and remaining calm under pressure.

What You'll Bring

• High School diploma or GED required. Associates degree in Information Systems or related field preferred.
• 1 + years of experience providing online and phone technical support required.
• Experience using cell phone, laptop and tablet to perform work activities required.
• Experience installing and troubleshooting computer hardware and software, including Microsoft Windows servers and networks, applications and peripheral devices such as printers, scanners, scales, infusion pumps and other devices required.
• Experience supporting web-based and client-server database applications preferred.
• Contributing to and accessing information from a Knowledge Management (KM) system preferred.
• Technical certifications are a plus.
• Medical device or healthcare industry experience preferred.

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 employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $51,200 to $70,400 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.