Healthcare Software Support Specialist

pBuilding an AI-first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI-enabled, cloud-based platforms to enhance diagnostic workflows across healthcare, life sciences and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues, regardless of role or function, to work confidently with AI-enabled tools, apply digital and analytical thinking and continuously adapt as technologies evolve. All colleagues must help drive an AI-first sense of purpose and urgency. /ph3Role Description /h3pAs a Healthcare Software Support Specialist, you will provide professional support for Clinisys applications and services, helping customers resolve technical and operational issues while delivering a consistently high standard of service. /ppYou will act as a key point of contact for customers, taking ownership of incidents and service requests from initial assessment through to resolution or appropriate escalation. Working across telephone, email, web and the IT service management portal, you will diagnose issues, communicate progress clearly and maintain accurate case records in line with service levels, quality standards and regulatory requirements. /ppThe role requires strong customer service, analytical and technical skills, together with the ability to understand healthcare and laboratory workflows. You will collaborate with colleagues across Support, Product and Engineering, contribute to shared knowledge and use AI-enabled tools responsibly to improve research, documentation and issue resolution. /ph3Responsibilities /h3ulliReceive and respond to customer incidents and service requests through telephone, email, web and the IT service management portal. /liliAssess impact and urgency, establish priority and take ownership of cases through to a satisfactory conclusion, in line with agreed service levels and escalation procedures. /liliInvestigate and diagnose application, workflow and technical issues using structured analytical and problem-solving methods. /liliMaintain clear, accurate and timely case records, including investigation steps, time spent, customer communications and resolutions. /liliKeep customers and relevant internal stakeholders informed of case status, progress, risks, workarounds and resolution. /liliEscalate complex, high-risk or unresolved issues to the appropriate senior, technical, Product or Engineering colleagues within defined timescales. /liliDevelop and maintain strong knowledge of Clinisys applications, customer environments, healthcare workflows and relevant industry developments. /liliCreate, maintain and use knowledge-base content to improve consistency, self-service and speed of resolution. /liliUnderstand each customer’s service arrangements, contractual expectations and operational priorities, and advise on the effective use of Clinisys products where appropriate. /liliFollow Clinisys case-management practices, quality management processes, information-security requirements and applicable regulatory standards, including the appropriate handling of protected or sensitive health information. /liliUse approved generative and agentic AI tools responsibly to support research, issue summarisation, documentation and knowledge creation, while applying appropriate judgement and governance. /liliContribute customer and support insight to improvements in products, services, internal systems and support processes. /liliParticipate in team meetings, agreed training and ongoing professional development, sharing knowledge and supporting colleagues where appropriate. /liliParticipate in the 24/7 standby rotation as required. /li /ulh3Knowledge, Skills Abilities /h3ulliExcellent customer service, interpersonal and professional communication skills, with the ability to communicate effectively with both technical and non-technical audiences. /liliStrong analytical, diagnostic and problem-solving skills, with the ability to understand technical concepts and identify practical solutions. /liliAbility to manage competing priorities, organise work effectively and maintain ownership of complex or challenging customer issues. /liliStrong judgement and decision-making skills, including the ability to recognise risk and escalations appropriately. /liliAbility to work independently while collaborating effectively across support and technical teams. /liliAdaptable and resilient approach, with the ability to work effectively as customer needs and priorities change. /liliGood written and spoken Dutch, French and English. /liliPractical ability to use generative AI tools for research, summarisation and documentation in accordance with governance and respons