Bilingual Software Support Analyst — Italian/English

Haemonetics Software Solutions; Coventry; On-site; GBP 26,000 - 38,000; Full time

Job summary

Haemonetics in Coventry is seeking a motivated Software Support Analyst to join our Systems Support team. You will be the first point of contact for customers needing assistance with Haemonetics software applications, interfaces, databases and hardware solutions across the UK and Italy.

The role requires strong troubleshooting, customer service and the ability to work with cross‑functional teams, including developers and service engineers, while communicating effectively in English and Italian.

Qualifications

• Strong troubleshooting and analytical problem-solving skills.
• Experience in technical support, helpdesk, or IT support.
• Excellent communication and customer service skills.
• Experience supporting Microsoft Windows environments.
• Proficiency with Microsoft Office applications.

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.

Skills

Troubleshooting

Analytical thinking

Communication

Teamwork

Independent work

Microsoft Office

Tools

SQL Server

Windows OS

SSMS

Job description

Haemonetics in Coventry is seeking a motivated Software Support Analyst to join our Systems Support team. You will be the first point of contact for customers needing assistance with Haemonetics software applications, interfaces, databases and hardware solutions across the UK and Italy.

The role requires strong troubleshooting, customer service and the ability to work with cross‑functional teams, including developers and service engineers, while communicating effectively in English and Italian.