Technical Support Specialist II

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Bardy Diagnostics, a Baxter International company, is growing a team of passionate people who are dedicated to making a difference in advancing patient care in the cardiac monitoring space. It is our aim to create a positive culture among the Tech Support team and across the organization as we continue to enhance Baxter’s cardiac monitoring offering. Currently, we are looking for Level II Tech Support Specialist to join our team in Minneapolis, MN who is passionate about digital health and helping cardiac patients via our innovative remote-monitoring body sensor technologies. The right individual will join a dynamic and fast-paced environment and will work with cross-functional teams to support Baxter’s innovative cardiac monitoring products, to develop and implement new products and services, and to drive market adoption of Baxter’s offering through Bardy Diagnostics as the new standard of care in cardiac monitoring.

The Tech Support team, a subset of the Customer Experience organization, is responsible for the administration and support of Bardy’s BDxConnect portal, MCT portal, and other hardware and software products. This role is expected to perform all of the functions of our Level I and II Tech Support team members and other duties as assigned by CX management. These tasks include but are not limited to the maintenance of company business related to customer service and device processing, including the addressing of all inbound calls and e-mails with the intent of prioritizing, resolving, or redirecting inquiries to ensure the satisfaction of Baxter’s customers. Other cross-functional duties as assigned by our Sales Support and Accounting organizations may include Account set-ups, Sales Order processing, and inventory management.

Applicants should be advised that the scheduling for this full-time role, subject to change, is expected to include rotating weekend coverage in coordination with Tech Support team members.

Located in our Minneapolis office, this role is also expected to provide critical emergency coverage in the event of weather or other disaster incidents which may affect our Houston location (CX headquarters). Given this requirement, applicants should understand that in the expectedly rare event of an emergency, this role will be asked to shift into a 24/7 coverage model in coordination with other employees based in Minneapolis or other locations. This emergency configuration may include the assignment of non-standard duties, e.g. Mail-to-Patient product distribution and other critical functions.

This role will report to the Tech Support Manager at our office in Houston, TX.

Duties and Responsibilities:

• Performing and maintaining knowledge on two levels of technical support (Level 1, Level 2).

• Answering Tech Support and CX Team calls and emails promptly and managing them efficiently.
• Troubleshooting software and hardware systems with a focus on patient care.
• Listening carefully to understand the voice and needs of multiple customer profiles and communicating the customer’s point of view to increase the entire organization’s customer focus.

• Documenting all customer calls or correspondences in company systems as appropriate and following documented procedures for all activities related to the Bardy Diagnostics Quality System.
• Sales Support duties as needed, including but not limited to: Account creation; Auditing of Sales rep and customer stock; Analysis, placement, and tracking of all product shipped directly to Sales personnel; Establishing Inventory and Shipment Accounts for newly on-boarded customers.
• Emergency Coverage as needed (including potential extended and off-hours configuration), maintaining critical functions including but not limited to Sales Support duties and Mail-to-Patient duties.

Minimum Qualifications/Education for this role:

• Excellent verbal and written communication skills.
• Ability to develop productive relationships with custo