Note: The job is a remote job and is open to candidates in USA. ACT Innovations is a software company that builds solutions for treatment courts and justice programs. They are seeking a Customer Support Specialist to provide technical support for their software platforms, troubleshoot user issues, and assist with software testing and documentation.
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
Skills
- High school diploma or GED required
- Strong communication and customer service skills
- Comfortable learning and working with technology and software systems
- Basic proficiency with MS Office (Word, Excel, Outlook) required
- 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
- Previous customer support or help desk experience (1-3 years)
- Experience with SaaS software platforms
- Familiarity with Paracelsus or laboratory/toxicology workflows
- QA/testing experience
- Experience working with courts, justice programs, healthcare, or laboratory environments
- Experience supporting hardware-connected software such as laboratory instruments, printers, or similar equipment
- Familiarity with remote desktop or screen-sharing tools (TeamViewer, AnyDesk, or similar)
Benefits
- Benefits package available
- Paid time off and company holidays
- Ongoing training and development opportunities
Company Overview
Company H1B Sponsorship