Haemonetics is a company dedicated to providing innovative solutions for hospitals and labs, and they are seeking an Application Support Analyst I. This role involves supporting hospital and lab products, resolving customer support issues, and ensuring effective communication with clients while maintaining a high standard of service.
Support hospital and labs using Haemonetics Hospital products
Responsible for software and systems technical solution support
Ensure the investigation and resolution of customer support problems
Respond to problems in accordance with established policies and procedures
Assist the implementation and development staff in completion of tasks
Handle on-call responsibilities with a rotation on a weekly basis
Receive and resolve routine customer support calls involving system software and hardware, maintenance and general inquiries
Document all support calls in the helpdesk ticketing system in a timely and accurate manner
Follow established procedures in resolving end user problems
Troubleshoot production issues
Independently run routine scripts to fix data problems
Write moderately complex change requests to support customer needs for enhancements or defects
Escalate and hand off to other areas/teams appropriately
Communicate clearly and effectively with customers via email and phone
Remain calm and shift priorities in urgent situations
Routinely follow up with customers on the status of their tickets
Qualification
Required
Bachelor's Degree in Medical Technology or equivalent diploma or SBB, MT or MLT Training Certifications
Minimum of 2 years of experience working in a hospital lab or blood bank
Ability to work alternating shifts to cover 24/7 support needs remotely
Must have a dedicated office space and stable internet service to be able to support customers remotely with no interruptions during scheduled work shifts
Professional written and verbal communication skills required
Ability to work independently to research and troubleshoot customer issues
Possesses strong technical aptitude
Ability to remain calm and professional to de-escalate emotional customers and assist with resolutions for issues
Preferred
Experience with BloodTrack®️ system and software, SafeTrace Tx® transfusion management software, and/or TEG® Hemostasis Analyzer and TEG Manager® software is highly desired
Bilingual Spanish or French highly desired
Benefits
401(k) with up to a 6% employer match and no vesting period
An employee stock purchase plan
Flexible time off for salaried employees
Accrual of three to five weeks’ vacation annually (based on tenure)
Accrual of up to 64 hours (annually) of paid sick time
Paid and/or floating holidays
Parental leave
Short- and long-term disability insurance
Tuition reimbursement
Health and welfare benefits
Haemonetics is a global medical technology company that provides Blood Management and Interventional Technologies.
