Customer Support Specialist

Responsibilities

• Provide customer support via phone, email, and chat for ACT Innovations software platforms, including DCCM and Paracelsus.
• Troubleshoot software and configuration issues in real time through remote access to customer computers using screen-sharing tools.
• Diagnose and resolve 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 accessing customer systems as needed to resolve urgent issues in an active lab environment.
• Create and manage support tickets on behalf of users navigating the DCCM virtual client filing system for specialty courts.
• 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.
• 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.