EURAM Customer Support Specialist – Software Support Expert
ITA - Monza and Brianza - Nova Milanese
1 gg fa

Job Description

The Europe, Russia, Africa and Middle East (EURAM) Regional Software Support Expert will work inside the EURAM Customer Support team and alongside the EURAM Customer Support Specialist Team in an operational role at Tier 3 level.

This Role can be based anywhere within the EURAM region and will support the Companies ambition of Bring 1 Billion animals to the cloud ( B1B )

This support position will report directly to the EURAM Customer Support Lead

will focus on performing Tier 3 in-depth troubleshooting including Database analysis, reading system logs and solving complex support issues across our Multi Species technology Portfolio escalated by local market technical teams.

Sitting as Over Market technical support to the local teams, the role is responsible for proactively identifying software failures, fixing where possible, presenting failure analysis reports that can be used to proactively prevent customer downtime at Regional and Local levels whilst having the ability to connect and engage with global training teams via Escalation process to the Global Support team.

The successful candidate will also be a key contributor of software release rollout throughout EURAM and coordinate with the local teams ensure a seamless launch process to local teams.

A key success factor of this role will be your proactive relationship with local markets and Global Technical support teams by showing your extensive technical product knowledge and ability to work to strict deadlines and procedures required.

The successful candidate should have high levels of drive & determination, a key asset to the role will be the ability to challenge teams due to being the focal point of support and being accountable to both regional and local teams.


To be successful in this role, you will have :

A previous Technical Support / Field Support / Quality Assurance / Dev related role

Passion for troubleshooting, ability to come up with efficient solutions and workarounds for uncommon issues

A customer Experience focused attitude when communicating

Strong analytical and problem-solving skills, as well as fundamental working knowledge of client and server-side scripting, web technologies, Application Programming Interfaces (APIs), and communication protocols

Database analysis, SQL Query and understanding of Windows and Linux OS

Knowledge of scripting languages such as Bash / Python - Basic

Customer-oriented with excellent communication (English - written and verbal) and interpersonal skills

Additional Language skill preferable

Microsoft Office - Advanced

Technically adaptive, ability to learn new solutions, features / functionality, and communicate those in a value-added way to internal teams

Continuous learning mindset and detail-oriented approach.

Ability to prioritize and switch between a variety of time-sensitive issues.

Creativity and ability to think outside the box.

Multi-tasking, self-learning, highly motivated and a team player

20 - 25% of travel

Qualifications, Skills & Experience Required

Customer Support experience either in field or office based environments

Technical IT back ground

Animal science background


Our presence in the UK goes back a long way. For over 80 years, we’ve been researching, developing and supplying new medicines and vaccines that prevent and treat diseases that occur at every stage of life.

Today we're one of the top five biopharmaceutical companies in the UK and employ over 2,000 people across five sites in Hertfordshire, Northumberland, Buckinghamshire, Edinburgh and London.

We are officially certified by the Top Employer Institute and been awarded the exclusive Top Employer United Kingdom Certification.

Who we are

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases.

Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity.

You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time.

Our team is constantly evolving, so if you are among the intellectually curious, join us and start making your impact today.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment.

We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

11 Colorado Pay Transparency For jobs posted with a Primary or Additional Job Posting Location.

Current Employees apply

Current Contingent Workers apply

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities.

All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.

No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status : Regular

Relocation : No relocation

VISA Sponsorship :

Travel Requirements :

Flexible Work Arrangements :

Hybrid, On-Site, Remote Work

Shift : Not Indicated

Not Indicated

Valid Driving License :

Hazardous Material(s) :

Number of Openings :

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