Job Description

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. Youll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxters 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.

* Job Description

Summary:

Provides technical support for software and hardware product issues reported by customers.Required to effectively analyze reported issues, follow detailed troubleshooting guidelines and work instructions to get to root cause, and identify solutions to resolve the reported issue in a timely and efficient manner.

* The budgeted salary for this role is $40,000.00.

Key Responsibilities:

* Provides level 1 support via phone, chat, email for new and existing customer installed Baxter products and system peripherals.
* Instructs customers on how to use hardware and software applications.
* Records and documents all customer interactions properly in accordance with defined procedures, ensuring accuracy in reporting.
* Interfaces and interacts effectively with Baxter employees and customers, including pharmacy personnel and IT professionals.
* Engages additional departments and higher level resources to resolve issues and, as appropriate, escalates to appropriate departments based on severity and priority.
* Uses mobile devices such as cell phone, laptop and tablet to complete activities including communicating with customers, updating work orders, completing checklists or call scripts, accessing portals and training, diagnosing problems, and maintaining schedule of activities.
* Maintains product knowledge through continuous training to ensure that troubleshooting methods, SOPs, training manuals, and other reference materials are accurate and used appropriately.
* Follows all Baxter Good Documentation Practices, adheres to training and consults knowledge base when resolving tickets, issues and complaints.
* Maintains compliance with laws protecting data privacy including HIPAA and GDPR.
* Other duties as assigned.

Qualifications:

* Proactive results-oriented individual who sees assignments to completion.
* Ability to troubleshoot basic technical problems.
* Excellent documentation skills.
* Must react quickly and accurately and remain calm under pressure (good customer skills). Good interpersonal skills are essential.
* Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
* Communicates, including speaking and writing, to others to convey information effectively.
* Ability to exercise judgment and draw accurate conclusions based on available information.
* Ability to understand the importance of details and being able to convey the meaning to others.
* Ability to follow steps, actions, or instructions in a certain order or pattern according to a specific rule or set of rules (e.g. login instructions, navigation, database connections).
* Applied knowledge and understanding of Windows operating systems, servers and administrator tasks including remote desktop support and permission levels. Knowledge of TCP/IP networking and database administration.
* Required to work evening, weekends, and holidays on a rotational basis as well as on-call.
* May require knowledge of electro-mechanical problem solving and reading electrical and pneumatic diagrams as well as knowledge in any of the following areas: microprocessors, programmable controllers, electronics, circuit analysis, mechanics, sensor or feedback systems.

Requirements:

* High School diploma or GED required. College Associates degree in Computer Information Systems or related field preferred.
* Technical certifications are a plus.
* 1 to 2 years related experience providing technical support.
* Experience using mobile devices such as cell phone, laptop and tablet to perform work activities.

Preferred experience:

* Working in a technical service environment providing telephone and online support to end user customers.
* Contributing to and accessing information from a Knowledge Management (KM) system.
* Experience supporting web-based and client-server database applications.
* Installing and supporting Microsoft Windows servers and networks.
* Installing and troubleshooting computer hardware and software, including applications and peripheral devices such as printers, scanners, scales, infusion pumps and other devices.
* Medical Device Industry back

Benefits

* A critical component of our companys vision is to be a best place to work. As part of this commitment, we provide our employees with comprehensive compensation and benefits.

* Medical, Dental, Vision, and Life Insurance coverage immediately upon hire
* Paid Time Off and Paid Holidays
* Retirement Savings Choose from pre-tax and/or Roth after-tax savings; Baxter matches 3.5 percent on your first 4 percent of contributions and provides a non-matching contribution of 3 percent of eligible pay each year
* Employee Stock Purchase Program Purchase Baxter common stock each month at a 15 percent discount through payroll deductions with no brokerage fees
* Paid Parental Leave
* Pre-Tax Commuter Benefits
* Educational Assistance Program
* BeWell@Baxter Global health and wellness program with access to resources and benefits to help focus on staying well through education and prevention, taking action to make healthy changes and dealing with chronic or acute conditions
* Business Resource Groups Employee-run affinity groups that drive multi-cultural awareness and engagement at Baxter; provides a forum for employees to share knowledge, ideas, and personal experiences

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. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.