Application Support Analyst I - Remote Eligible

Application Support Analyst

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.
• Punctual travel for training purposes.
• English required, Bilingual Spanish or French 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.

Pay Transparency: The base pay actually offered to the successful candidate will take into account, without limitation, the candidate's location, education, job-knowledge, skills, and experience in prior relevant roles. Incentives may also be provided as part of Haemonetics' employee compensation. For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms. For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms. Employees may also be eligible to participate in the Company's long-term incentive plan, with eligibility and target amount dependent on the role.

In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, a 401(k) with up to a 6% employer match and no vesting period, an employee stock purchase plan, "flexible time off" for salaried employees and, for hourly 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, and/or health and welfare benefits.

The base salary range for this role is: $57,787.39-$98,392.06/Annual