Technical Support Representative II

• Analyze reported issues and follow troubleshooting guidelines, establish root causes, and identify resolutions
• Provide support to distributors and end users for Welch Allyn Physical Exam products
• Provide troubleshooting steps to help identify and resolve customer issues
• Troubleshoot medical equipment, deployed in hospitals, clinics, doctor’s offices, pharmacies, and many other sales channels
• Handle problems with the medical device itself or problems the medical device transferring diagnostic and/or vital sign data across the client’s network
• Support Baxter’s customers who operate one of the many medical devices it manufactures
• Work queue calls in a Tier I call center position

• High School Diploma or GED required
• 3+ years of experience
• 2+ years in a customer focus role preferred
• Fluency in English
• 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
• Excellent analytical and process flow optimization skills allowing for basic trouble shooting

The ability to understand and speak Spanish fluently is desirable

• Medical and dental coverage that start 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)
• 401(k) Retirement Savings Plan (RSP)
• Flexible Spending Accounts
• Educational assistance programs
• Paid holidays
• Paid time off ranging from 20 to 35 days based on length of service
• Family and medical leaves of absence
• Paid parental leave
• Commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• Childcare benefits