Healthcare Software Support Specialist
Building 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.
Role Description
As 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.
You 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.
The 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.
Responsibilities
Receive and respond to customer incidents and service requests through telephone, email, web and the IT service management portal.
Assess impact and urgency, establish priority and take ownership of cases through to a satisfactory conclusion, in line with agreed service levels and escalation procedures.
Investigate and diagnose application, workflow and technical issues using structured analytical and problem-solving methods.
Maintain clear, accurate and timely case records, including investigation steps, time spent, customer communications and resolutions.
Keep customers and relevant internal stakeholders informed of case status, progress, risks, workarounds and resolution.
Escalate complex, high-risk or unresolved issues to the appropriate senior, technical, Product or Engineering colleagues within defined timescales.
Develop and maintain strong knowledge of Clinisys applications, customer environments, healthcare workflows and relevant industry developments.
Create, maintain and use knowledge-base content to improve consistency, self-service and speed of resolution.
Understand each customer’s service arrangements, contractual expectations and operational priorities, and advise on the effective use of Clinisys products where appropriate.
Follow Clinisys case-management practices, quality management processes, information-security requirements and applicable regulatory standards, including the appropriate handling of protected or sensitive health information.
Use approved generative and agentic AI tools responsibly to support research, issue summarisation, documentation and knowledge creation, while applying appropriate judgement and governance.
Contribute customer and support insight to improvements in products, services, internal systems and support processes.
Participate in team meetings, agreed training and ongoing professional development, sharing knowledge and supporting colleagues where appropriate.
Participate in the 24/7 standby rotation as required.
Knowledge, Skills & Abilities
Excellent customer service, interpersonal and professional communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
Strong analytical, diagnostic and problem-solving skills, with the ability to understand technical concepts and identify practical solutions.
Ability to manage competing priorities, organise work effectively and maintain ownership of complex or challenging customer issues.
Strong judgement and decision-making skills, including the ability to recognise risk and escalate appropriately.
Ability to work independently while collaborating effectively across support and technical teams.
Adaptable and resilient approach, with the ability to work effectively as customer needs and priorities change.
Good written and spoken Dutch, French and English.
Practical ability to use generative AI tools for research, summarisation and documentation in accordance with governance and responsible-use principles.
Required Experience & Education
Bachelor’s or master’s degree in healthcare technology, healthcare, information technology or a related discipline; or up to three years of relevant experience combined with strong technical aptitude.
Relevant experience in customer support, application support, healthcare technology or another technical service environment.
Demonstrable ability to investigate and resolve customer or technical issues and to document findings clearly.
Preferred Experience & Education
Experience supporting customers in a highly technical or regulated environment.
Knowledge of medical laboratory workflows and diagnostic informatics.
Experience reading, interpreting or troubleshooting HL7 messages.
Knowledge of network infrastructure, database administration, Java, Microsoft technologies or enterprise operating systems.
Relevant technical training or certification.
Experience supporting Clinisys applications or comparable healthcare software.
Location & Working Arrangements
Ghent, Belgium. This is an office-based / hybrid role.
This role participates in a 24/7 standby rotation. Occasional travel may be required.
Salary: €52,400–€78,602 per year.
Onboarding
As part of our onboarding process, all new employees will be required to attend or travel to the office on their first day of employment. This requirement is essential for onboarding activities, including identity verification, completion of necessary documentation, receipt of IT equipment, introductions to key team members and orientation to Clinisys policies and procedures.
General Guidance
This job description is intended to provide an accurate representation of the responsibilities and accountabilities most commonly associated with this role. Nothing in this description restricts Clinisys from changing, reassigning, expanding or reducing the scope of responsibilities, and the description may be updated at any time.
Equal Opportunity Statement
Clinisys is committed to fostering an inclusive and respectful workplace. We welcome applications from all qualified individuals and assess candidates fairly on the basis of their skills, experience and suitability for the role. We encourage applicants from all backgrounds to apply and help us advance our mission to improve diagnostic workflows and public health outcomes across communities.
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- Department
- Customer Support
- Location
- Belgium
