[Hiring] Technical Support Specialist @Baxter International Inc.

Role Description

As a Technical Support Specialist, you will provide front-line support for Baxter's infusion systems, software applications, and connected technologies used in healthcare environments. This is where you can make an impact by helping hospitals, clinicians, biomedical technicians, and IT teams quickly resolve technical issues involving equipment that supports patient care. In this role, you'll balance technical support activities with case management and ticket processing while partnering with customers to maintain system performance and uptime.

What You'll Do

• Provide Level 1 technical support via phone, email, and future chat channels for Baxter infusion pumps, associated software, and connected digital products.
• Troubleshoot hardware, software, connectivity, and system-related issues using established troubleshooting guides, technical documentation, and standard operating procedures.
• Process, document, and manage customer cases, ensuring accurate updates, issue tracking, and timely resolution of support requests.
• Support Return Material Authorization (RMA) activities for devices requiring repair, replacement, or depot service.
• Guide customers through product setup, configuration, and operational issues related to Baxter infusion systems and software applications.
• Escalate complex technical issues to advanced support teams and collaborate with internal partners to drive resolution.
• Utilize support systems, Microsoft applications, knowledge management tools, laptops, tablets, and mobile devices to manage daily work activities.
• Maintain compliance with HIPAA, GDPR, and all applicable environmental, health, and safety requirements.

Qualifications

• High school diploma or GED.
• 1+ years of technical support, help desk, desktop support, service desk, or technical call center experience.
• Experience troubleshooting computer hardware, software applications, operating systems, and connected devices.
• Working knowledge of Microsoft Windows operating systems and general computer networking concepts.
• Experience using case management, ticketing, CRM, or knowledge management systems.
• Experience utilizing Microsoft Office applications, including Outlook, Excel, and Word, to support daily work activities.
• Experience supporting customers via phone, email, or other service channels.
• Ability to work the scheduled 10:00 AM - 7:00 PM EST shift and participate in a rotating on-call schedule approximately every six weeks.

Requirements

• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Benefits

• Comprehensive compensation and benefits packages for eligible roles.
• Medical and dental coverage that starts 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 and educational assistance programs.
• Paid holidays and paid time off ranging from 20 to 35 days based on length of service.
• Family and medical leaves of absence and paid parental leave.
• Commuting benefits, Employee Discount Program, Employee Assistance Program (EAP), and childcare benefits.