Software Services Specialist (REMOTE)

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.

Find your future at Revvity 

Overview:

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 (as described below) 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.

Responsibilities include (but are not limited to):

• 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.  This includes, but is not limited to:

  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).
• Ability to independently conduct training sessions with team members and customers for software packages supported by DSS.
• Being able to adapt quickly to the changing needs of our business and environment.
• Takes responsibility for work assigned and completed.
• Collaborates with team members while performing as a primary technical resource for support and complaint investigation activities.
• Analyzes and understands detailed requirements and thoroughly reviews completed work to ensure accuracy.
• Ensures the complete satisfaction of the customers.
• Employee may be requested to work other shifts which may include after-hours depending on the needs of the software services team. Weekend rotation is required.

Basic Qualifications:

• 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.

Preferred Qualifications:

• 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.

Working Conditions:

• Employee may be requested to work other shifts which may include after-hours depending on the needs of the software services team. Weekend rotation is required.
• Requires little to no travel for customer related projects.
• General office atmosphere and laboratory environment workspace. Customer laboratories will include biological sample material.

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What do we offer?

We provide competitive and comprehensive benefits to our employees. Below are some highlights of our 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

Learn more about Revvity’s benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page.

*For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information.

Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal, state, and/or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the ability—or unable to use—the online application system and need an alternative method for applying, you may contact [email protected].