Technical Software support specialist

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Technical Software Support Specialist in London. This role involves troubleshooting complex issues, managing incidents, and providing top-notch customer communication. You will collaborate with cross-functional teams and contribute to knowledge base maintenance while guiding junior staff. With a focus on continuous learning and improvement, this position offers a unique opportunity to work in the innovative field of women's healthcare technology. If you're passionate about technology and customer service, this is the perfect role for you.

Benefits

Competitive Compensation

Medical Coverage

401(k)

Parental Leave

Fertility Benefits

Paid Time Off

Qualifications

• Degree in IT or Computer Science required.
• Experience in IVF/MedTech industry preferred.

Responsibilities

• Troubleshoot complex technical issues and provide second-tier support.
• Document activities in CRM and escalate unresolved issues.

Skills

Technical Support

Customer Communication

Incident Management

Problem Solving

Documentation Skills

Education

Bachelor’s Degree in Information Technology

Master’s Degree in Computer Science

ITSM / ITIL Certification

Tools

AWS

Azure

SQL

CRM Systems (Dynamics 365)

Job description

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Technical Software Support Specialist, London

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

31f2123841db

Job Views:

4

Posted:

29.04.2025

Expiry Date:

13.06.2025

Job Description:

About CooperSurgical

CooperSurgical is a leading fertility and women's healthcare company dedicated to supporting women, babies, and families during critical healthcare moments. We innovate in assisted reproductive technology and genomic solutions, offering over 600 medical devices to women's healthcare providers.

Headquartered in Trumbull, CT, and a subsidiary of CooperCompanies (Nasdaq: COO), we produce and market products for women's health care professionals. More information can be found at our website.

• Incident Management: Serve as a second-tier support specialist, troubleshooting complex technical issues using logs, databases, and remote diagnostic tools.
• Activity Logging: Document all activities in CRM, tracking issues thoroughly.
• Escalation Handling: Escalate unresolved issues with detailed documentation to Level 3 support or development teams.
• Customer Communication: Interact effectively with customers via email, phone, and chat to resolve issues and provide updates.
• Knowledge Base Maintenance: Contribute to documentation of issues, troubleshooting steps, and solutions.
• Training and Mentoring: Guide Level 1 support staff and develop training materials.
• Product Feedback: Analyze support tickets for trends and communicate insights to the product team.
• Collaboration: Work with cross-functional teams on product issues and updates.
• Continuous Learning: Stay updated on product features and industry best practices.
• Incident Response: Participate in major incident resolution and post-mortem analysis.

Minimum Qualifications:

• Master’s or bachelor’s degree in Information Technology or Computer Science
• MBA or equivalent industry experience
• ITSM / ITIL certification
• Experience with hosted software products
• Technical skills in AWS, Azure, Windows Server, RedHat, Cloud Linux, SQL, EMR, HL7, Data protection/compliance, CRM systems (Dynamics 365 preferred)
• Experience in IVF / MedTech industry with regulatory awareness
• Strong communication skills at all organizational levels
• Customer-oriented, resourceful, and resilient personality

As a CooperSurgical employee, you'll receive competitive compensation, medical coverage, 401(k), parental leave, fertility benefits, paid time off, and other perks. Visit our website to learn more.

Note to agencies: No phone calls or emails regarding this opening. Resumes submitted outside our engagement process will be considered property of CooperSurgical. No fees will be paid for unsolicited submissions.

We are an equal opportunity employer committed to diversity and inclusion regardless of race, color, religion, sex, sexual orientation, gender identity, or veteran status.