Customer Support Specialist

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 #J-18808-Ljbffr