Customer Support Specialist

Customer Support Specialist

The Customer Support Specialist at ACT Innovations provides technical support for two specialized software platforms Paracelsus, a Laboratory Information System used by toxicology labs, and DCCM, a virtual case management tool for specialty courts. This is a remote, full-time role requiring a blend of customer service and technical troubleshooting skills.

Day-to-day responsibilities include supporting users via phone, email, and chat; remotely accessing customer systems to resolve issues in real time; troubleshooting printer and analyzer connectivity; entering and managing support tickets; and maintaining documentation.

Paracelsus support is time-sensitive in nature, as users are operating an active lab environment.

This role is well-suited for a technically curious, detail-oriented candidate who is comfortable learning complex software and communicating clearly with non-technical users. No college degree is required, though prior help desk or technical support experience is a plus. Opportunities for growth into QA, implementations, or client success are available over time.

What You'll Do

• 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

What We're Looking For

• 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

Success in This Role Looks Like

• Providing friendly, timely, and accurate customer support
• Learning ACT software platforms and workflows quickly
• Communicating clearly with both customers and internal teams
• Contributing to documentation, QA efforts, release notes, and process improvement initiatives
• Growing into additional responsibilities over time

Bonus Points If You Have

• 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)

Why Join ACT Innovations?

• Fully remote position
• Stable MondayFriday schedule with no weekends
• Opportunity for career growth into QA, implementations, product management, client success, or technical operations
• Exposure to mission-driven software that makes a real impact
• Collaborative and supportive team environment
• Growing technology company with long-term advancement opportunities

Compensation & Benefits

• Competitive compensation based on experience
• Benefits package available
• Paid time off and company holidays
• Ongoing training and development opportunities

Worker Type: Regular

Number of Openings Available: 1