Customer Support Specialist

Job Summary: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.Job Description:ACT Job Req: Customer Support SpecialistACT InnovationsRemote | Full-Time | Monday–Friday | 8:00 AM – 5:00 PM CTAt ACT Innovations, we build software that supports treatment courts, justice programs, and toxicology laboratories across the country. Our platforms help organizations improve lives, streamline operations, and deliver better outcomes for the communities they serve.We are looking for a Customer Support Specialist who is eager to learn, enjoys helping others, and is interested in growing within a technology-focused company. This is a technical support role — not a call center position — and requires comfort learning complex, specialized software platforms used in laboratory and justice program environments. This is an excellent opportunity for someone early in their career who wants exposure to software support, QA/testing, client operations, and other areas of a growing SaaS organization.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 responsib