- 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.
- 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.
- 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.
- Competitive total compensation package
- Professional development opportunities
- High importance placed on work life balance
- Dedication to growing and developing an inclusive and diverse workforce
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Technical Support Representative - Whetstone, United Kingdom - Baxter
Description
This is where you save and sustain lives
At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.
Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.
Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.
Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.
As the Technical Support Rep you will provide after-sales customer service and remote technical support by managing remote interaction with customers to resolution within the UKIN region.
Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy, which includes a minimum of 3 days a week onsite - based in Whittle - Leicester. This policy provides the benefits of connecting and collaborating in person in support of our Mission.
ESSENTIAL DUTIES AND RESPONSIBILITIES
EDUCATION AND EXPERIENCE
QUALIFICATIONS AND SKILLS
What are some of the benefits of working at Baxter?
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