Technical Support Specialist

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

📋 Description

• Deliver Level 1 technical support through phone, email, and future chat channels for Baxter infusion pumps, related software, and connected digital products.

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

• Process, document, and manage customer cases with precise updates, issue tracking, and prompt resolutions.

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

• Walk customers through product setup, configuration, and operational challenges associated with Baxter infusion systems and software applications.

• Elevate intricate technical issues to advanced support teams and collaborate with internal stakeholders.

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

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

⛳️ Requirements

• High school diploma or GED is required.

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

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

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

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

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

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

• Ability 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.

• Must have authorization to work for any employer in the U.S.; employment visa sponsorship is not available.

🏝️ Benefits

• Medical and dental coverage starting from 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 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.