Technical Support Specialist,

3 weeks ago

Houston, United States Baxter Full time

**Technical Support Specialist, (BDx Solutions-Houston, TX)**

**Req #** 22122268 **Location** Houston, Texas, United States **Job Category** Customer Service **Date posted** 02/02/2022 Hillrom and Baxter have united, creating one of the worlds leading medical products companies. We are committed to our shared vision to transform healthcare. We're building on the legacy and strengths of two historically innovative and socially responsible companies thatwhen joined togethershould better serve our patients, customers and communities. This is an exciting time to join us as we begin a new chapter, together.

No matter your role at Baxter, your work makes a positive impact on people around the world. You can expect to work with caring people who value relationships. Our teams are strong and empowered because we value differences. This is where you can do your best work and thrive in an international environment. This is where you can belong.

**Core Job Functions & Responsibilities:**

Respond to customer questions/issues received via telephone calls, callbacks, emails,

and Help Desk requests and provide support on electronic services in accordance with

current standards

Promote positive customer relations by consistently providing premier customer

satisfaction with a friendly demeanor, can-do attitude, and willingness to help always.

Engender trust and confidence by taking ownership of support issues, providing friendly

and accurate resolutions, and diligently searching for solutions when the answer is

unknown.

Complete ticket requests, tasks and projects in a timely manner.

May be required to assist with computer setups and rebuilds, including operating system

installation and repair

Train users on IT-supported systems and software.

Coordinate user and support issues among other IT areas and groups.

Acquire skills and knowledge related to using and supporting proprietary systems.

May occasionally travel to other sites.

Secondary interface with patients, health care professionals, and Account Executives.

Expert in Bardy Diagnostics system portal.

Responsible for assisting with re-educating practices and customers via phone when

regarding system, process, or procedure changes.

Document all calls or correspondences.

Handle emails/voicemails as assigned.

Demonstrate empathy and decrease customer tension.

Promote the value of Bardy Diagnostics cardiac monitoring to decrease cancellations or

early discharges.

Must communicate in a professional, empathetic, and diplomatic manner with good voice

quality, dictation, and articulation.

Exhibit a high sense of urgency.

Identify, document, and escalate potential patient or customer complaints per standard

operating procedures.

Works to achieve the daily Customer Experience Teams quality and productivity goals.

Other duties as assigned

**Required Experience & Skills:**

High School diploma or equivalent

Bachelors Degree and/or equivalent work experience in healthcare

1-2 years of experience in a call center or customer service position preferred

Inside sales and account management experience preferred

Experience with cardiac devices preferred

Knowledge of medical terminology preferred

Excellent multitasking and organization skills

Excellent verbal and written communication skills

Computer skills including proficiency in MS Office

Knowledge of multi-line telephone system

Excellent customer service skills when interacting with all internal and external clients

Patience, professionalism, excellent phone etiquette

Bilingual is a plus

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.

Baxter 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.

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