Technical Support Representative II

Baxter•Skaneateles Falls, NY

3d•$51,200 - $70,400•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. Your Role at Baxter THIS IS WHERE you build trust to achieve results! Are you motivated by our mission of saving and sustaining lives? Baxter is a $15B leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, safe mobility and handling solutions, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, surgical products, and information technology solutions. Hill-Rom’s comprehensive product and service offerings are used by health care providers across the health care continuum and around the world in hospitals, extended care facilities and home care settings to improve the safety and quality of patient care. This role directly supports Baxter's mission to save and sustain lives by providing technical knowledge to support customers experiencing software and hardware product issues. You'll work cross-functionally with Baxter employees and customers, including pharmacy personnel and IT professionals. Provide support to distributors and end users for Welch Allyn Physical Exam products. Through excellent verbal and/or written communications, you will provide troubleshooting steps to help identify and resolve customer issues. This is a full-time hybrid position with standard working hours from 9am to 5pm. The selected candidate must be local to Skaneateles Falls and will be expected to work onsite Tuesday through Thursday, with flexibility to work remotely on Mondays and Fridays. Baxter offers dental and medical insurance, paid time off, parental leave, and more! What You'll Be Doing:

Requirements

High School Diploma or GED required
3+ years of experience; 2+ years in a customer focus role preferred
Fluency in English
Proficient keyboard and computer skills, including functional knowledge of Excel and MS Word, or equivalent spreadsheet and word processing applications
Knowledge of SAP and similar order management and processing system
Numerate and accurate, particularly in relation to data integrity
Possess a positive attitude, sensitivity to customers’ needs, enthusiasm and exceptional telephone and listening skills
Excellent analytical and process flow optimization skills allowing for basic trouble shooting

Responsibilities

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.
Reading electrical and pneumatic diagrams as well as sharing knowledge in any of the following areas: microprocessors, programmable controllers, electronics, circuit analysis, mechanics, sensor or feedback systems.

Benefits

Baxter offers dental and medical insurance, paid time off, parental leave, and more!
Baxter offers comprehensive compensation and benefits packages for eligible roles.
Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching.
We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave.
Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

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