Software Services Specialist (REMOTE)

Revvity • Carson City, NV

128d • Remote

About The Position

The Software Support Engineer is responsible for providing customers with technical assistance, troubleshooting and resolving issues reported by customers, managing complaint investigations, escalating issues when appropriate, and documentation for software applications supported by Diagnostics Software Services (DSS) in a manner that meets or exceeds customer satisfaction, quality, and efficiency expectations. Extensive team and customer interaction is required and the abilities to act professionally and swiftly to address customer concerns are imperative. This fully remote role work schedule is Tuesday through Saturday.

Requirements

• Bachelors Degree and a minimum of 2 years experience configuring software.
• Associate degree and a minimum of 4 years experience configuring software.
• Technical experience with writing and executing SQL statements.

Nice To Haves

• Bachelors degree.
• Comprehensive knowledge laboratory workflows.
• Experience working with a Laboratory Information Management System (LIMS).
• Customer support experience using a case management system and troubleshooting technical issues.
• Experience delivering what's promised on time, proactively provide status reports, and have the up-side to independently manage tasks and projects from inception through completion with minimal supervisory guidance.
• Ability to work independently as well as in a team environment.

Responsibilities

• Install, configure, validate, and support software applications responsible to meet the approved requirements and scope documentation and according to the Quality Management System.
• Create appropriate documentation for all work performed, including Case Handling documentation in ticketing system, Complaint investigation reports and supporting documentation, Change Request Forms, Verification Plans & Reports.
• Independently troubleshoots, resolves, validates, and documents technical issues.
• Complete all tasks for Complaint handling according to the Quality Management System.
• Seeks assistance when making changes that may affect downstream processes or considered high risk.
• Attain comprehensive knowledge of laboratory workflows and laboratory information systems (LIMS).
• Conduct training sessions with team members and customers for software packages supported by DSS.
• Adapt quickly to the changing needs of our business and environment.
• Take responsibility for work assigned and completed.
• Collaborate with team members while performing as a primary technical resource for support and complaint investigation activities.
• Analyze and understand detailed requirements and thoroughly review completed work to ensure accuracy.
• Ensure the complete satisfaction of the customers.

Benefits

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan

What This Job Offers

• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree