Technical Support Representative

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. 

POSITION SUMMARY

Provides after-sales customer service and remote technical support by managing remote interaction with customers to resolution within the UKIN region.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide after-sales customer service and remote technical support by managing remote interaction with customers to resolution, assuring high customer satisfaction.
• Answer customers’ inquiries (via phone, fax, e-mail, IM, etc.) in an efficient, accurate and professional manner. 
• Formally document customer complaints / service notifications and interactions, in line with company guidelines.
• Accurately diagnose and troubleshoot customers’ technical problems, provide responses regarding general questions, service products, spare part number identification and pricing.
• Create a service order or escalation if a remote solution cannot be offered.
• Transfer complaints for investigation and resolution to the relevant people and or departments when necessary.
• Provide product module configuration instructions and use training per DFU and authorized materials.
• Leverage company knowledge and resources to ensure the delivery of valued, cost-effective after-sales service and technical support to customers, technical service providers and Baxter colleagues within Sales & Marketing, Customer Services, Product Services and R&D/ Engineering.
• Develop and maintain strong working relationships with distributors, customers, technical service providers and Baxter colleagues within Sales & Marketing, Customer Services, Products Services, Field Services and R&D/Engineering.
• Other duties may be assigned as needed.

EDUCATION AND EXPERIENCE

• Minimum HND level qualification.
• Minimum of 2 years of customer service experience and/or experience with providing technical support, troubleshooting.
• Affinity with Information Technologies, including Windows operating environment, device connectivity, network design and supportability.
• Knowledge of one or more software programming languages would be a significant advantage.

QUALIFICATIONS AND SKILLS

• Excellent communication skills on different levels.
• Customer focused mindset.
• Ability to switch quickly between tasks and processes.
• Strong time management / planning skills.
• Ability to identify process improvement opportunities and escalate it to the Supervisor.

What are some of the benefits of working at Baxter?

• Competitive total compensation package
• Professional development opportunities
• High importance placed on work life balance

#LI-MT1

#IND-UKOPS

#IND-UKCOM

#LI-BAXGEN

Equal Employment Opportunity

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.

Reasonable Accommodations
Baxter 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 Notice
Baxter 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.