Associate Software Support Specialist

Terumo BCT, Inc.•Denver, CO

2d•$66,200 - $99,000•Hybrid

About The Position

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 non‑technical stakeholders, and a passion for delivering exceptional customer support.

Requirements

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.
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).

Nice To Haves

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, CodeBeamer).
Experience with CRM systems (SalesForce, Service Max).
ConveyorAI 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.

Responsibilities

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.

Benefits

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family.
Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more.
To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates.
For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

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