Software Support I

About the Role

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 ideally 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.
• Language Requirement: Applicants should be fluent English and ideally in Italian, with the ability to provide verbal and written technical support in both languages.
• Location Requirement: This is an office-based position in Coventry, UK and regular attendance at the Coventry office is required (3 days per week)
• EEO Policy Statement