Technical Support Representative II

Baxter International Inc. • Skaneateles, NY

6d • $52,800 - $72,600 • Hybrid

About The Position

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Where your purpose accelerates our mission This is where your technical curiosity and problem‑solving skills help healthcare providers deliver better care every day. As a Technical Support Representative II, you’ll play a critical role in ensuring Baxter’s medical devices perform reliably in real-world environments—supporting clinicians and improving patient outcomes with every interaction. Your Role at Baxter This is where you make an impact. In this role, you will troubleshoot and resolve technical issues for Baxter’s Welch Allyn Physical Exam products, supporting both distributors and end users across a variety of healthcare settings. You’ll analyze issues, identify root causes, and guide customers through solutions using clear and effective communication. You’ll be a trusted partner to healthcare professionals—helping ensure that the technology they rely on works seamlessly when it matters most. Your Team You’ll join a collaborative, customer-focused technical support team that values problem-solving, continuous learning, and delivering exceptional service. This team plays a direct role in advancing Baxter’s mission to save and sustain lives by ensuring our devices and systems operate at their best.

Requirements

• 3+ years of professional experience, including 2+ years in a customer-facing or customer support role
• Strong communication skills in English, with the ability to clearly explain technical concepts (Spanish proficiency is a plus)
• Hands-on experience troubleshooting hardware, medical devices, or network-connected technologies
• Solid analytical and problem-solving skills with the ability to identify root causes and follow structured troubleshooting processes
• Comfort working in call center or queue-based support environments with strong multitasking abilities
• Proficiency with digital tools such as Microsoft Word, Excel, and case management or order processing systems (e.g., SAP)
• High attention to detail with a focus on accurate documentation and data integrity
• A positive, customer-first mindset with strong listening skills and adaptability in a fast-paced environment

Nice To Haves

• Spanish proficiency is a plus

Responsibilities

• Troubleshoot and resolve technical issues for medical devices used across hospitals, clinics, pharmacies, and other care settings
• Diagnose both hardware/device functionality issues and data connectivity challenges across customer networks
• Guide customers through step-by-step troubleshooting via phone and written communication with clarity and empathy
• Analyze recurring issues to identify root causes and recommend improvements or long-term solutions
• Accurately document customer interactions and maintain data integrity within support systems (e.g., SAP or similar tools)
• Collaborate with internal teams to escalate and resolve complex technical concerns efficiently
• Deliver a consistent, high-quality customer experience in a queue-based, Tier I call center environment
• Continuously build product knowledge and technical expertise to improve resolution speed and effectiveness

Benefits

• medical and dental coverage that start on day one
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed