Application Support Analyst I

The Application Support Analyst will support hospital and labs using Haemonetics Hospital products.  This role is responsible for software and systems technical solution support, with some systems having both a hardware and software piece. Issues may be reported via email, phone and internal stakeholders.

Ensures the investigation and resolution of customer support problems, responds to problems in accordance with established policies and procedures, and assists the implementation and development staff in completion of tasks. On-call responsibilities will exist with a rotation on a weekly basis.

• Receives and resolves routine customer support calls involving system software and hardware, maintenance and general inquiries.

• Documents all support calls in the helpdesk ticketing system in a timely and accurate manner.

• Follows established procedures in resolving end user problems.

• Troubleshoots production issues.

• Independently runs routine scripts to fix data problems.

• Writes moderately complex change requests to support customer needs for enhancements or defects.

• Escalates and hands off to other areas/teams appropriately.

• Ability to communicate clearly and effectively with customers. This includes conversation via email and phone.

• Ability to remain calm and shift priorities in urgent situations.

• Routinely follows up with customers on the status of their tickets.

MINIMUM REQUIRED EXPERIENCE

• 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.

• Experience with BloodTrack®️ system and software, SafeTrace Tx® transfusion management software, and/or TEG® Hemostasis Analyzer and TEG Manager® software is highly desired.

• 10-25% Travel as needed for training purposes.

• Bilingual (Spanish and English) highly desired.

KNOWLEDGE, SKILLS AND ABILITIES

• 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.