Technical Support Specialist

3 weeks ago

Skaneateles Falls, New York, United States Hill-Rom Full time

This is a unique opportunity to join Hill-Rom as a Technical Support Representative II. In this role, you will be responsible for troubleshooting medical equipment deployed in hospitals, clinics, doctor's offices, pharmacies, and other sales channels.

As a Technical Support Representative II, you will primarily handle two types of issues: problems with the medical device itself or problems with the medical device transferring diagnostic and/or vital sign data across the client's network.

This is a Tier I call center position working queue calls. You will support Baxter's customers who operate one of the many medical devices it manufactures.

This is not a typical help desk position; this group does not troubleshoot internal PC problems or standard desktop software applications.

Key responsibilities include:

  • Analyzing reported issues and following troubleshooting guidelines
  • Establishing root causes and identifying resolutions
  • Providing support to distributors and end users for Welch Allyn Physical Exam products
  • Through excellent verbal and/or written communications, providing troubleshooting steps to help identify and resolve customer issues

The ideal candidate will have:

  • High School Diploma or GED
  • 3+ years of experience; 2+ years in a customer focus role preferred
  • Fluency in English
  • The ability to understand and speak Spanish fluently is desirable
  • Proficient keyboard and digital literacy, 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

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all our employees, and we strive to be more transparent with our pay practices.

To that end, this position has a base salary range of $51,200 to $70,400. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

Baxter is an equal opportunity employer. We evaluate 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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