Note: The job is a remote job and is open to candidates in USA. ACT Innovations is a company focused on providing innovative software solutions, and they are seeking a Customer Support Specialist to assist users with their software platforms. The role involves troubleshooting issues, providing support via various communication channels, and documenting interactions to ensure a high level of customer satisfaction.
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
- 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
Company Overview