Technical Support Representative

Baxter Healthcare; Whetstone; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Competitive compensation

Professional development

Work-life balance

Job summary

Baxter Healthcare is seeking an experienced after-sales support specialist to provide remote technical assistance across the UK region. The role focuses on high-quality customer interactions, troubleshooting, and timely issue resolution while maintaining efficient service documentation.

Ideal candidates have a minimum HND, at least two years in customer service or technical support, and a strong IT affinity, including Windows environments and basic networking.

Qualifications

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

Responsibilities

• Provide after-sales customer service and remote technical support to customers in the UK region.
• Answer inquiries via phone, fax, email, IM, and other channels in a professional manner.
• Document customer interactions and service notifications per company guidelines.
• Diagnose and troubleshoot technical problems; provide product and pricing information.
• Create service orders or escalation when remote solutions are not possible.
• Coordinate with relevant teams to investigate and resolve issues.

Skills

Customer service

Technical support

Windows OS

Networking basics

Programming knowledge

Education

HND level qualification

Job description

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.

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 elevate 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

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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.

Unit 5|The Whittle Estate|Cambridge Road|Whetstone|Leicestershire|LE8 6L|United Kingdom