Infusion Systems Tech Support Specialist

Baxter International Inc.; United States; On-site; USD 45,000 - 62,000; Full time

Benefits offered by this job

Medical and dental coverage start day

ESPP

401(k) with company match

Flexible Spending Accounts

Educational assistance

Paid time off

Commuting benefits

Employee Discount Program

EAP

Childcare benefits

Job summary

Baxter International Inc. is seeking a Technical Support Specialist to deliver front-line support for infusion pumps, software, and connected technologies in healthcare settings.

You will manage cases, assist hospitals and clinicians, and ensure system uptime while collaborating with cross-functional teams. The role requires 1+ years in technical support, strong troubleshooting, Windows and networking knowledge, and experience with CRM/ticketing systems.

Qualifications

• 1+ years of technical support, help desk, desktop support, service desk, or technical call center experience.
• Experience troubleshooting computer hardware, software applications, operating systems, and connected devices.
• Working knowledge of Microsoft Windows operating systems and general computer networking concepts.
• Experience using case management, ticketing, CRM, or knowledge management systems.
• Experience utilizing Microsoft Office applications, including Outlook, Excel, and Word, to support daily work activities.
• Experience supporting customers via phone, email, or other service channels.
• Ability to work the scheduled 10:00 AM - 7:00 PM EST shift and participate in a rotating on-call schedule approximately every six weeks.

Responsibilities

• Provide Level 1 technical support via phone, email, and future chat channels for Baxter infusion pumps, associated software, and connected digital products.
• Troubleshoot hardware, software, connectivity, and system-related issues using established troubleshooting guides, technical documentation, and standard operating procedures.
• Process, document, and manage customer cases, ensuring accurate updates, issue tracking, and timely resolution of support requests.
• Support Return Material Authorization (RMA) activities for devices requiring repair, replacement, or depot service.
• Guide customers through product setup, configuration, and operational issues related to Baxter infusion systems and software applications.
• Escalate complex technical issues to advanced support teams and collaborate with internal partners to drive resolution.
• Utilize support systems, Microsoft applications, knowledge management tools, laptops, tablets, and mobile devices to manage daily work activities.
• Maintain compliance with HIPAA, GDPR, and all applicable environmental, health, and safety requirements.

Skills

Technical troubleshooting

Customer support

Windows operating systems

Networking concepts

CRM / ticketing systems

Microsoft Office

Phone / email support

On-call scheduling

Education

High school diploma or GED

Tools

Ticketing systems

CRM systems

Knowledge management tools

Microsoft Office suite

Job description

Baxter International Inc. is seeking a Technical Support Specialist to deliver front-line support for infusion pumps, software, and connected technologies in healthcare settings.

You will manage cases, assist hospitals and clinicians, and ensure system uptime while collaborating with cross-functional teams. The role requires 1+ years in technical support, strong troubleshooting, Windows and networking knowledge, and experience with CRM/ticketing systems.