Customer Support Representative - Technical Services

Baxter International; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare company in Leicester seeks a Technical Customer Support Representative to provide remote technical support and after-sales customer service. You will utilize troubleshooting skills to assist customers and ensure high satisfaction. Candidates must have a minimum of two years in customer service and technical support. Competitive benefits and a commitment to work-life balance are offered.

Benefits

Competitive total compensation package

Professional development opportunities

Emphasis on work-life balance

Inclusive and diverse workforce

Qualifications

• Minimum of 2 years of customer service and technical support experience.
• Knowledge of software programming languages is a significant advantage.
• Ability to switch quickly between tasks.

Responsibilities

• Provide after-sales customer service and remote technical support.
• Answer customer inquiries efficiently and accurately.
• Diagnose and troubleshoot technical issues for customers.

Skills

Customer service experience

Technical support

Troubleshooting skills

Interpersonal skills

Time management

Affinity with Information Technologies

Customer-Focused planning

Job description

Overview

This is whereyour 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.

Job Description

Role: Technical Customer Support Representative

Location: Based onsite in our office in Whittle - Leicester. You will provide after-sales customer service and remote technical support by handling interactions with our customers to resolve any issues they have with our devices within the UKIN region. You must have strong Troubleshooting skills.

Responsibilities

• Provide after-sales customer service and remote technical support to customers, ensuring high customer happiness.
• Answer customers’ inquiries (via phone, fax, e-mail, IM, etc.) efficiently, accurately, and expertly.
• Formally detail customer complaints/service notifications and interactions per company guidelines.
• Accurately diagnose and troubleshoot customers’ technical problems and provide responses regarding general questions, service products, spare part number identification, and pricing.
• Build a service order or customer concern if a remote solution cannot be offered.
• When vital, transfer complaints for investigation and resolution to the relevant people/departments.
• 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 in 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 in Sales & Marketing, Customer Services, Products Services, Field Services, and R&D/Engineering.

Qualifications

• Minimum of 2 years of customer service experience and experience with providing technical support and 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.
• Excellent interpersonal skills on different levels.
• Customer-Focused management/planning approach.
• Ability to switch quickly between tasks and processes.
• Strong time management / planning skills.
• Ability to identify process improvement opportunities and raise it to the Supervisor.

Benefits

• Competitive total compensation package
• Professional development opportunities
• High importance placed on work life balance
• Dedication to growing and developing an inclusive and diverse workforce

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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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.