S / W Remote Support 1

Haemonetics; Italia; Remoto; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A leading company in the medical technology sector is seeking a Technical Support Specialist to join their BloodTrack hotline team. This role involves providing exceptional customer service and technical support for application and hardware requests, troubleshooting issues, and maintaining a high level of customer satisfaction. The ideal candidate will be fluent in Italian and English, possess strong troubleshooting skills, and have experience in the medical industry. This position offers a work-life balance, opportunities for skill development, and a home office setup with occasional travel.

Servizi

27 days of holiday

Work-life balance environment

Opportunity to develop technical support skills

International work environment

Competenze

• Fluent in Italian and English; German or French is a plus.
• Experience in the medical industry preferred.
• Ability to work independently and in a team.

Mansioni

• Act as the first line of contact for customer inquiries and issues.
• Provide high-level technical support for HAE application and hardware requests.
• Document all support calls in the helpdesk ticketing system.

Conoscenze

Customer Service

Troubleshooting

Technical Support

Network TCPIP

Strumenti

SQL Management Studio

Microsoft Desktop

Windows Server

Descrizione del lavoro

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.

Ready to Deliver Outstanding Technical Support in the Medical Device industry?

At Haemonetics, we develop cutting-edge medical technology products and services that enhance the quality, effectiveness, and efficiency of care. We're fostering a collaborative, performance-driven culture that attracts and nurtures top talent.

What are you going to do in this role?

As a key member of our BloodTrack hotline staff, your primary responsibility will be to act as the first line of contact for customer inquiries and issues, providing excellent customer service. You will offer high-level technical support for HAE application and hardware requests, troubleshooting and resolving software and interface issues, including IT and connectivity problems.

You will resolve issues using remote connection tools, answer hotline calls, and personally resolve most issues. For unresolved matters, you will determine the necessary technical assistance and dispatch the appropriate resource. Additionally, you will document all support calls in the helpdesk ticketing system promptly and accurately, keeping the customer informed until issues are satisfactorily resolved.

Your role will also involve liaising with field staff, software developers, and hardware suppliers when issues cannot be resolved remotely. You will conduct remote evaluations of application and hardware requirements and assist colleagues with device paid service quotations. You will also maintain the hotline staffing schedule to ensure full coverage and coordinate various departmental administrative duties as needed.

What do you need to succeed in this role?

To excel in this position, you need to be a native or fluent Italian / English speaker – German or French would be an advantage - with excellent customer service skills and the ability to develop and maintain good working relationships with customers.

You should have strong troubleshooting skills, experience with Microsoft desktop and Windows server operating systems, and a good understanding of network TCPIP topologies.

Proficiency in using SQL Management Studio for database issue resolution and the ability to work both independently and as part of a team are also important.

Experience in the medical industry is strongly preferred.

What we offer :

Work-life balance environment

Working in an international company with diverse cultures and nationalities

Opportunity to develop your technical support skills and grow within the company

Home office based with rare travels (10 / 15%) - based in Italy

27 days of holiday

If you are interested, Morgane, our Talent Acquisition Specialist, will be happy to review your application and get in touch with you.