Software Support I

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

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.

About the Role

Haemonetics is seeking a motivated and customer-focused Software Support Analyst to join our Systems Support team based in Coventry. 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 is an office-based role located in Coventry, 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.
• 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 Experience

• Experience supporting healthcare software or medical device solutions.
• Fluent written and spoken Italian and English.
• 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 in both Italian and English, 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.

EEO Policy Statement

Throughout our history, we have earned a solid reputation for product innovation, technical expertise, and operational excellence. Today, our products, internal research and development, marketing partnerships, and product acquisitions reflect our unwavering commitment to provide safe and available blood for patient transfusions and for use in pharmaceuticals. We rely on our talented global workforce to help us achieve our mission of providing innovative medical devices that advance the safety, quality, and availability of the world’s blood supply. To achieve our business goals and objectives, we are committed to attracting and retaining the best and brightest talent while offering a challenging, dynamic, and exciting work environment that offers professional growth and development.