Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Level 1 technical assistance via phone, email, and forthcoming chat platforms for Baxter infusion pumps, related software, and integrated digital products.

• Diagnose hardware, software, connectivity, and system-related challenges using established troubleshooting guides, technical documentation, and standard operating procedures.

• Process, document, and oversee customer cases.

• Ensure precise updates, issue tracking, and prompt resolution of support inquiries.

• Assist with Return Material Authorization (RMA) processes for devices needing repair, replacement, or depot service.

• Guide clients through product setup, configuration, and operational concerns related to Baxter infusion systems and software applications.

• Escalate intricate technical issues to advanced support teams.

• Collaborate with internal stakeholders to facilitate resolutions.

• Utilize support systems, Microsoft applications, knowledge management tools, laptops, tablets, and mobile devices.

• Adhere to compliance with HIPAA, GDPR, and relevant environmental, health, and safety regulations.

⛳️ Requirements

• High school diploma or GED.

• A minimum of 1 year of experience in technical support, help desk, desktop support, service desk, or technical call center roles.

• Proficient in troubleshooting computer hardware, software applications, operating systems, and connected devices.

• Familiarity with Microsoft Windows operating systems and basic computer networking principles.

• Experience with case management, ticketing, CRM, or knowledge management systems.

• Proficient in using Microsoft Office applications, including Outlook, Excel, and Word.

• Experience providing support to customers via phone, email, or other service channels.

• Availability to work the scheduled shift from 10:00 AM to 7:00 PM EST.

• Willingness to participate in a rotating on-call schedule approximately every six weeks.

• Candidates must be authorized to work for any employer in the U.S.

• Baxter is currently unable to sponsor or assume sponsorship of an employment visa.

🏝️ Benefits

• Medical and dental coverage starting on day one.

• Basic life insurance.

• Accident insurance.

• Short-term and long-term disability insurance.

• Business travel accident insurance.

• Employee Stock Purchase Plan (ESPP) with discounted company stock.

• 401(k) Retirement Savings Plan (RSP) with employee contributions and company matching.

• Flexible Spending Accounts.

• Educational assistance programs.

• Paid holidays.

• Paid time off ranging from 20 to 35 days based on length of service.

• Family and medical leaves of absence.

• Paid parental leave.

• Commuting benefits.

• Employee Discount Program.

• Employee Assistance Program (EAP).

• Childcare benefits.

• Reasonable accommodations for individuals with disabilities.