Senior Application Specialist - Night Shift (Remote)

Apply Directly to this link:

https://www.ondemandassessment.com/link/index/JB-KOBICURWL?u=1024304

THE POSITION

NovoPath is looking for an experienced Senior Application Specialist - Night Shift (Remote) to serve as a primary technical contact for clients that request assistance when using the company’s proprietary software products. The role is as a hands-on contributor responsible for troubleshooting and resolving clients’ most complex problems encompassing our NovoPath LIS software. You will become integral to the company and our customers, becoming more than just an expert in product support - you'll learn development, operations, integrations, QA skills, and deep product knowledge. The ideal candidate is someone excited to join a small and growing software company.

You should have experience with technical software support, virtual server configuration and maintenance, network connectivity, and maintaining a production system which functions at a high level of reliability. We are looking for someone with fresh ideas, a willingness to learn, and the ability to present possible solutions to any problem the team encounters. You will collaborate deeply with NovoPath’s internal implementation, software development, and client success teams. A successful Senior Application Specialist - Night Shift (Remote) will build close relationships with clients via resolving the most complex tickets in a timely and accurate manner. Most importantly, you will have the opportunity to work with a group of peers from a wide variety of backgrounds that are meaningfully improving patient outcomes.
• **This a 100% remote role.***

Apply Directly to this link:

https://www.ondemandassessment.com/link/index/JB-V7ON5XQP8?source=Indeed&u=1024304

THE COMPANY

At NovoPath, we are dedicated to transforming diagnostic laboratories with our industry-leading SaaS Laboratory Information System (LIS). Designed to address the universal challenges labs face—improving patient outcomes, enhancing efficiency, and reducing costs—NovoPath delivers innovative solutions that streamline workflows, automate processes, and reduce turnaround times for critical test results. With over 30 years of experience, our LIS empowers laboratories in Anatomic Pathology, Molecular and Genetic Testing, and Clinical Trials by reducing manual inputs, eliminating transcription errors, and ensuring the highest quality control standards. NovoPath’s tools enhance operational efficiency and enable labs to deliver superior patient care through faster and more accurate results. As a small but globally focused team, NovoPath is committed to equipping labs with the technology they need to achieve excellence and drive meaningful impacts in healthcare.

What you will do
• Solve 10+ customer tickets per day with upmost quality and customer service
• Closely support NovoPath’s European customer base
• Work directly with clients to provide services and help resolve NovoPath related problems
• Perform phone, email, and web portal support for mission critical software application
• Investigate, troubleshoot, and resolve complex issues with high level data analysis
• Take ownership of tickets/tasks and own them from beginning to closure
• Perform system administration functions on client test and production systems
• Deliver high quality service to external and internal clients
• Meet or exceed production standards and customer SLA’s
• Follow established standards with queue and ticket management
• Identify common issues/determine root cause, provide resolution, and seek continuous improvement
• Become certified in NovoPath’s products and become a subject matter expert in NovoPath 360 and DXE
• Provide customer updates, including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items
• Configuring, managing, and delivering IT environments using cloud infrastructure resources
• Monitoring network health and traffic flows
• Manage hardware, networking, firewalls for external customer
• Setting up, authorizing, upgrading, and managing software & licenses

What do you need to be successful?
• Bachelor’s Degree in Computer Science, Information Technology or similar
• 4+ years of experience in client facing Technical Support role serving a mission-critical proprietary software application
• Demonstrated proficiency with SQL to include schemas, ability to read and understand data models, and write/update/run SQL queries
• Robust command of Windows OS, including Windows Event Viewer & Active Directory
• Knowledge and demonstrated understanding of enterprise-class business applications with low-latency, high performance and 24x7 environment
• Monitoring network health and traffic flows
• Proficiency with the design, implementation, and support of proprietary software applications, and exhibit superior communication skills.
• Superior writing and communications skills
• A collaborative and service-oriented mindset.
• Ability to manage deadlines
• Extremely high standards for quality of product and service
• Self-motivated, with high agency and drive
• Friendly, adaptable, and thrives in a diverse, fast-paced environment.

Tools:
• Experience with Azure Monitor, Security Center, and Application Insights.
• Past workings with .NET Core, .NET Framework, Zendesk, and New Relic.
• Proficiency in scripting and automation.
• SaaS experience

Position Details & Workplace:
• This is a full-time, salaried position
• This position is 100% Remote
• Role reports directly to the Director of Support
• Benefits include: Medical, Dental, Vision, 401K with employer match, FSA, LTD, STD
• Unlimited PTO and Flexible Sick policy

Apply Directly to this link:

https://www.ondemandassessment.com/link/index/JB-KOBICURWL?u=1024304

Job Type: Full-time

Pay: $50,000.00 - $85,000.00 per year

Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Compensation Package:
• Performance bonus

Schedule:
• 8 hour shift
• Monday to Friday
• Night shift
• On call

Experience:
• Technical support: 5 years (Required)
• Microsoft SQL: 5 years (Required)
• Active Directory: 5 years (Required)

Language:
• English (Required)

Work Location: Remote

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