Associate Software Support Specialist

Overview

Requisition : 34567

At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.
For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient's life every second of every day and are committed to continuing to increase the number of patients we serve.
Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference.
Join us and help shape wherever we go next. You create your future and ours.

As an Associate Software Support Specialist
, you ll deliver high-quality expertise to a diverse customer base, serving as the primary point of contact for users of Terumo Blood and Cell Technology software. You ll diagnose and resolve technical issues across databases, networking, Windows Server environments, and SaaS solutions, while building your skills with opportunities to advance from Tier 1 to Tier 2 support. You ll collaborate with engineers, clinicians, and IT professionals, review and test technical documentation, and contribute to the continual improvement of processes and knowledge resources.

Ideal candidates bring strong troubleshooting abilities, excellent communication skills, comfort engaging with both technical and nontechnical stakeholders, and a passion for delivering exceptional customer support.

• Provide phone support in a technical help desk or call center environment.
• Security document review.
• Conveyor AI utilization.
• Primary point of contact for Terumo BCT Software customers providing problem analysis, issue resolution, Tier 1 with upward mobility to do Tier 2 support.
• Review and test technical documentation.
• Document and provide written solutions to recurring problems.
• Escalate to senior level resources as appropriate.
• Review process and procedure documents.

Bachelor s degree in computer science or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

• Preferred 1 year experience in the following systems/environments:
• SQL and/or Oracle database environments
• Windows Server administration.
• Advanced diagnosis and troubleshooting
• Network LAN/WAN configuration and support
• Client/Server architecture support
• Experience with Issue tracking systems (Jira, Code Beamer).
• Experience with CRM systems (Sales Force, Service Max).
• Conveyor
  
  AI experience a plus but not required.
• Cyber Security Risk assessment experience a plus but not required.
• Proven track record with customer interaction, both technical and non-technical from executive level management to department liaison.

• General ability to maneuver in a Windows Server environment.
• General understanding of Hosted and SAAS solutions.
• General understanding of database and networking.
• Demonstrate self-confidence and effectiveness in dealing with a wide variety of customers.
• Ability to interact professionally and effectively with internal and external customers, including IT administrators, engineers, physicians, nurses, and other technical medical staff.
• Work independently and in a team to meet various customer requests.
• Demonstrate ability to understand and follow documentation.
• Knowledge and use of relevant PC software applications and skills to use them effectively.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Cyber Security certification a plus (CompTIA Security+, ISC2/CC, Google Cybersecurity Certificate).

Or

An equivalent competency level acquired through a variation of these qualifications may be considered.

Lakewood, Colorado - Onsite (hybrid) - Open to candidates willing to relocate to the area.

• Some travel to customer sites located in the US and internationally may be required (