Customer Support Specialist
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Job Description
Customer Support Specialist providing technical assistance and resolving issues for ACT Innovations software platforms. Full-time remote position with opportunities for growth in a technology-focused company.
Responsibilities:
- Provide customer support via phone, email, and chat for ACT Innovations software platforms, including DCCM and Paracelsus
- Troubleshoot software, workflow, and user-related issues across ACT platforms, including printer connectivity and driver issues for laboratory equipment
- Remotely access customer computers using screen-sharing tools to diagnose and resolve software and configuration issues in real time
- Troubleshoot communication issues between the Paracelsus relay and laboratory analyzers used for screening tests, escalating to senior team members when needed
- Answer user questions about Paracelsus (Laboratory Information System) workflows and functionality; remotely access customer systems as needed to resolve urgent issues in an active lab environment and enter support tickets on behalf of users
- Support DCCM users with workflow questions and case management tasks; create and manage support tickets on behalf of users navigating this virtual client filing system for specialty courts
- Document support interactions and resolutions within our ticketing system
- Escalate complex issues to the designated senior team member when needed
- Assist with software testing, QA efforts, and creation of customer-facing release notes for software updates and enhancements during slower support periods
- Help maintain internal support documentation and knowledge base articles
- Participate in team meetings, training sessions, and product education opportunities
- Occasionally assist with customer onboarding, implementations, or future travel opportunities as needed
Requirements:
- High school diploma or GED required
- College degree is optional
- Strong communication and customer service skills
- Comfortable learning and working with technology and software systems; basic proficiency with MS Office (Word, Excel, Outlook) required; comfort with remote desktop or screen-sharing tools (such as GoToAssist or similar) preferred
- Organized, dependable, and detail-oriented
- Ability to follow structured troubleshooting steps and translate technical information into clear, non-technical guidance for end users
- Ability to problem-solve and remain professional in customer-facing situations
- Willingness to learn multiple parts of the business and grow professionally over time
- Strong written communication skills with the ability to clearly document technical information for end users
- Ability to work independently in a remote environment
- Reliable high-speed internet connection and a professional remote work environment required
Benefits:
- Paid time off and company holidays
- Ongoing training and development opportunities
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