Customer Support Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver customer support through phone, email, and chat for ACT Innovations software platforms, including DCCM and Paracelsus.

• Diagnose and resolve software, workflow, and user-related issues across ACT platforms, including printer connectivity and laboratory equipment driver issues.

• Utilize screen-sharing tools to remotely access customer computers for real-time diagnosis and resolution of software and configuration problems.

• Address communication challenges between the Paracelsus relay and laboratory analyzers utilized for screening tests, escalating to senior team members when necessary.

• Respond to user inquiries regarding Paracelsus (Laboratory Information System) workflows and functionalities; remotely access customer systems as needed to resolve urgent issues in an active lab environment and log support tickets on behalf of users.

• Assist DCCM users with workflow inquiries and case management tasks; create and handle support tickets for users navigating this virtual client filing system for specialty courts.

• Record support interactions and resolutions within our ticketing system.

• Refer complex issues to the designated senior team member when required.

• Contribute to software testing, QA initiatives, and the development of customer-facing release notes for software updates and enhancements during quieter support periods.

• Aid in maintaining internal support documentation and knowledge base articles.

• Engage in team meetings, training sessions, and product education opportunities.

• Occasionally assist with customer onboarding, implementations, or future travel opportunities as necessary.

⛳️ Requirements

• High school diploma or GED is mandatory.

• A college degree is preferred but not required.

• Excellent communication and customer service abilities.

• Comfortable with learning and engaging with technology and software systems; basic proficiency in MS Office (Word, Excel, Outlook) is essential; familiarity with remote desktop or screen-sharing tools (such as GoToAssist or similar) is preferred.

• Well-organized, reliable, and detail-oriented.

• Capable of following structured troubleshooting protocols and converting technical information into clear, non-technical instructions for end users.

• Strong problem-solving skills and professionalism in customer-facing scenarios.

• Eagerness to learn various aspects of the business and grow professionally over time.

• Strong written communication skills with the capability to document technical information clearly for end users.

• Ability to work independently in a remote setting.

• A reliable high-speed internet connection and a professional remote work environment are required.

🏝️ Benefits

• Paid time off and company holidays.

• Continuous training and development opportunities.