Healthcare Software Support Specialist

Clinisys, Inc.; Zwijnaarde; Hybrid; EUR 52,000 - 79,000; Full time

Job summary

Clinisys in Ghent, Belgium, seeks a Healthcare Software Support Specialist to provide professional support for Clinisys applications and services, resolving technical and operational issues while maintaining high service standards.

You will work across healthcare workflows, leveraging AI tools responsibly, and participate in 24/7 standby rotation. The role offers an office-based / hybrid arrangement with travel as needed.

Qualifications

• Bachelor’s or master’s degree in healthcare technology, healthcare, information technology or related field, or up to three years’ relevant experience.
• Experience in customer support, application support or similar technical service environment.
• Ability to investigate and document findings clearly.

Responsibilities

• Handle customer incidents and service requests via phone, email, web and service portal.
• Assess impact/urgency; own cases to resolution within SLAs.
• Diagnose application, workflow and technical issues.
• Maintain accurate case records including steps and resolutions.
• Keep stakeholders informed of status, risks and workarounds.
• Escalate complex issues to senior/engineering teams as needed.
• Develop knowledge of Clinisys applications and healthcare workflows.
• Create and update knowledge-base content for faster resolutions.
• Understand customer service arrangements and advise on Clinisys products.
• Follow information-security requirements and regulatory standards.

Skills

Customer service

Analytical thinking

Prioritisation

Judgement

Independent work

Adaptability

Dutch/French/English

Generative AI usage

Education

Bachelor’s or Master’s in healthcare tech/IT

Tools

HL7 knowledge

SQL / Databases

Java

Microsoft technologies

Enterprise OS

Job description

Building an AI-first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI-enabled, cloud-based platforms to enhance diagnostic workflows across healthcare, life sciences and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues, regardless of role or function, to work confidently with AI-enabled tools, apply digital and analytical thinking and continuously adapt as technologies evolve. All colleagues must help drive an AI-first sense of purpose and urgency.

Role Description

As a Healthcare Software Support Specialist, you will provide professional support for Clinisys applications and services, helping customers resolve technical and operational issues while delivering a consistently high standard of service.

Responsibilities

• Receive and respond to customer incidents and service requests through telephone, email, web and the IT service management portal.
• Assess impact and urgency, establish priority and take ownership of cases through to a satisfactory conclusion, in line with agreed service levels and escalation procedures.
• Investigate and diagnose application, workflow and technical issues using structured analytical and problem‑solving methods.
• Maintain clear, accurate and timely case records, including investigation steps, time spent, customer communications and resolutions.
• Keep customers and relevant internal stakeholders informed of case status, progress, risks, workarounds and resolution.
• Escalate complex, high‑risk or unresolved issues to the appropriate senior, technical, Product or Engineering colleagues within defined timescales.
• Develop and maintain strong knowledge of Clinisys applications, customer environments, healthcare workflows and relevant industry developments.
• Create, maintain and use knowledge‑base content to improve consistency, self‑service and speed of resolution.
• Understand each customer’s service arrangements, contractual expectations and operational priorities, and advise on the effective use of Clinisys products where appropriate.
• Follow Clinisys case‑management practices, quality management processes, information‑security requirements and applicable regulatory standards, including the appropriate handling of protected or sensitive health information.
• Use approved generative and agentic AI tools responsibly to support research, issue summarisation, documentation and knowledge creation, while applying appropriate judgement and governance.
• Contribute customer and support insight to improvements in products, services, internal systems and support processes.
• Participate in team meetings, agreed training and ongoing professional development, sharing knowledge and supporting colleagues where appropriate.
• Participate in the 24/7 standby rotation as required.

Knowledge, Skills & Abilities

• Excellent customer service, interpersonal and professional communication skills, with the ability to communicate effectively with both technical and non‑technical audiences.
• Strong analytical, diagnostic and problem‑solving skills, with the ability to understand technical concepts and identify practical solutions.
• Ability to manage competing priorities, organise work effectively and maintain ownership of complex or challenging customer issues.
• Strong judgement and decision‑making skills, including the ability to recognise risk and elevate appropriately.
• Ability to work independently while collaborating effectively across support and technical teams.
• Adaptable and resilient approach, with the ability to work effectively as customer needs and priorities change.
• Good written and spoken Dutch, French and English.
• Practical ability to use generative AI tools for research, summarisation and documentation in accordance with governance and responsible‑use principles.

Required Experience & Education

• Bachelor’s or master’s degree in healthcare technology, healthcare, information technology or a related discipline; or up to three years of relevant experience combined with strong technical aptitude.
• Relevant experience in customer support, application support, healthcare technology or another technical service environment.
• Demonstrable ability to investigate and resolve customer or technical issues and to document findings clearly.

Preferred Experience & Education

• Experience supporting customers in a highly technical or regulated environment.
• Knowledge of medical laboratory workflows and diagnostic informatics.
• Experience reading, interpreting or troubleshooting HL7 messages.
• Knowledge of network infrastructure, database administration, Java, Microsoft technologies or enterprise operating systems.
• Relevant technical training or certification.
• Experience supporting Clinisys applications or comparable healthcare software.

Location & Working Arrangements

Ghent, Belgium. This is an office-based / hybrid role.

This role participates in a 24/7 standby rotation. Occasional travel may be required.

Salary: €52,400–€78,602 per year.

Onboarding

As part of our onboarding process, all new employees will be required to attend or travel to the office on their first day of employment. This requirement is essential for onboarding activities, including identity verification, completion of necessary documentation, receipt of IT equipment, introductions to key team members and orientation to Clinisys policies and procedures.

General Guidance

This job description is intended to provide an accurate representation of the responsibilities and accountabilities most commonly associated with this role. Nothing in this description restricts Clinisys from changing, reassigning, expanding or reducing the scope of responsibilities, and the description may be updated at any time.

Equal Opportunity Statement

Clinisys is committed to fostering an inclusive and respectful workplace. We welcome applications from all qualified individuals and assess candidates fairly on the basis of their skills, experience and suitability for the role. We encourage applicants from all backgrounds to apply and help us advance our mission to improve diagnostic workflows and public health outcomes across communities.

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