Senior Technical Support Representative (TS0S5C)
Company: Baxter International
Location: Skaneateles
Posted on: June 25, 2022
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Job Description:
This is where you save and sustain lives At Baxter, we are
deeply connected by our mission. No matter your role at Baxter,
your work makes a positive impact on people around the world.
You'll feel a sense of purpose throughout the organization, as we
know our work improves outcomes for millions of patients.Baxter's
products and therapies are found in almost every hospital
worldwide, in clinics and in the home. For over 85 years, we have
pioneered significant medical innovations that transform
healthcare.Together, we create a place where we are happy,
successful and inspire each other. This is where you can do your
best work.Join us at the intersection of saving and sustaining
lives- where your purpose accelerates our mission.This position
supports Baxter's customers who operate one of the many medical
devices it manufactures. This is a Tier I call center position
working queue calls. This is not a typical help desk position; this
group does not troubleshoot internal PC problems or standard
desktop software applications. This position requires personnel to
troubleshoot medical equipment deployed in hospitals, clinics,
doctor's offices, pharmacies, and many other sales channels. Agents
primarily handle two types of issues, problems with the medical
device itself or problems the medical device transferring
diagnostic and/or vital sign data across the client's network.
Responsibilities include the following:1. Take ownership of
customer and partner issues through resolution by providing
technical support to our customers and partners via phone, email
and other support channels as required.2. Research, diagnose,
troubleshoot, and identify solutions to resolve customer and
partner issues related to application use and configuration.3.
Assist field service technicians with remote troubleshooting
activities (hardware and software).4. Provide prompt and accurate
feedback of issue status to customers and partners.5. Effectively
and professionally communicate complex technical issues to a broad
range of customers, partners, and departments internal and external
to the organization.6. Periodically assume after hours/weekend
on-call rotation and have the ability to work extended hours on
occasion to resolve critical break/fix issues for top tier
customers.7. Accurately and professionally document all
communication with customers and partners within the call and
quality systems.8. Proactively collaborate with peers to assist in
resolving customer and partner issues.9. Escalate customer issues
to senior staff as needed. Provide detail description of the
problem along with troubleshooting steps that have been performed
and all outcomes resulting from actions.10. Place orders for parts
as related to service repair and troubleshooting for customers and
field service.The successful candidate for this job may be required
to verify that he or she has been vaccinated against COVID-19,
subject to reasonable accommodations for individuals with medical
conditions or religious beliefs that prevent vaccination, and in
accordance with applicable law.Equal Employment OpportunityBaxter
is an equal opportunity employer. Baxter evaluates qualified
applicants without regard to race, color, religion, gender,
national origin, age, sexual orientation, gender identity or
expression, protected veteran status, disability/handicap status or
any other legally protected characteristic.EEO is the LawEEO is the
law - Poster SupplementPay Transparency PolicyReasonable
AccommodationsBaxter is committed to working with and providing
reasonable accommodations to individuals with disabilities
globally. If, because of a medical condition or disability, you
need a reasonable accommodation for any part of the application or
interview process, please click on the link here and let us know
the nature of your request along with your contact
information.Recruitment Fraud NoticeBaxter has discovered incidents
of employment scams, where fraudulent parties pose as Baxter
employees, recruiters, or other agents, and engage with online job
seekers in an attempt to steal personal and/or financial
information. To learn how you can protect yourself, review our
Recruitment Fraud Notice. 069145
Keywords: Baxter International, Syracuse , Senior Technical Support Representative (TS0S5C), IT / Software / Systems , Skaneateles, New York
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