Software Support Analyst

Coventry Source: WhatJobs

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About the Role

Haemonetics is seeking a motivated and customer-focused Software Support Analyst to join our Systems Support team. As a key member of our frontline support organisation, you will act as the first point of contact for customers requiring assistance with Haemonetics software applications, interfaces, databases, and associated hardware solutions. You will provide technical support to customers across the UK and Italy, helping to diagnose, troubleshoot, and resolve issues while delivering an exceptional customer experience. This role will based either in Italy or in UK (ideally close to Coventry) and is providing the opportunity to work closely with technical specialists, field service engineers, software developers, and customer support colleagues.

Key Responsibilities

Provide first-line technical support for Haemonetics software applications and hardware products, throughout the EMEA region
Troubleshoot and resolve software, database, networking, connectivity, and interface-related issues.
Support customers via telephone, email, and remote support tools.
Investigate and resolve incidents in accordance with established support processes and service levels.
Accurately document support activities within the helpdesk ticketing system.
Escalate complex issues to appropriate internal teams where necessary.
Collaborate with software developers, field service personnel, distributors, and third-party suppliers to achieve timely resolutions.
Perform remote assessments of customer software, hardware, and interface requirements.
Assist with service quotations and support-related administrative tasks.
Utilise SQL Server Management Studio to investigate and resolve database-related issues.
Contribute to process improvement initiatives and support projects.
Participate in hotline coverage to ensure excellent customer service at all times.

Required Qualifications – Essential

Previous experience in a technical support, helpdesk, application support, or IT support environment.
Experience supporting healthcare software or medical device solutions.
Fluent written and spoken English and Italian.
Strong troubleshooting and analytical problem-solving skills.
Experience supporting Microsoft Windows environments.
Excellent communication and customer service skills.
Ability to work independently and as part of a collaborative team.
Proficiency with Microsoft Office applications.

Desirable

Knowledge of SQL Server and database troubleshooting.
Understanding of TCP/IP networking concepts.
Experience supporting software interfaces and integrations.
Experience working with Italian healthcare organisations or distributors.
Familiarity with remote support technologies.

What We're Looking For

The ideal candidate will be passionate about delivering excellent customer service and enjoy solving technical problems. They will be comfortable working in a fast-paced support environment, engaging with customers in both English and Italian, and collaborating with cross-functional teams to deliver successful outcomes.

Why Join Haemonetics?

Join a global healthcare technology organisation making a positive difference to patient care.
Develop technical expertise across software, databases, interfaces, networking, and healthcare IT systems.
Work alongside experienced technical specialists and product experts.
Be part of a supportive and collaborative team environment in Coventry.
Opportunity to contribute to the growth and support of our expanding Italian customer base.