Customer Support Specialist

Job Summary:Please enter your job advertisement. If you are using Workday recruitment this is what will be published on the website above the job description. This cannot be formatted with bullet points etc. so please use reader friendly paragraphs.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 DoProvide customer support via phone, email, and chat for ACT Innovations software platforms, including DCCM and ParacelsusTroubleshoot software, workflow, and user-related issues across ACT platforms, including printer connectivity and driver issues for laboratory equipmentRemotely access customer computers using screen-sharing tools to diagnose and resolve software and configuration issues in real timeTroubleshoot communication issues between the Paracelsus relay and laboratory analyzers used for screening tests, escalating to senior team members when neededAnswer 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 usersSupport 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 courtsDocument support interactions and resolutions within our ticketing systemEscalate complex issues to the designated senior team member when neededAssist with software testing, QA efforts, and creation of customer-facing release notes for software updates and enhancements during slower support periodsHelp maintain internal support documentation and knowledge base articlesParticipate in team meetings, training sessions, and product education opportunitiesOccasionally assist with customer onboarding, implementations, or future travel opportunities as neededWhat We’re Looking ForHigh school diploma or GED requiredCollege degree is optionalStrong communication and customer service skillsComfortable 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) preferredOrganized, dependable, and detail-orientedAbility to follow structured troubleshooting steps and translate technical information into clear, non-technical guidance for end usersAbility to problem-solve and remain professional in customer-facing situationsWillingness to learn multiple parts of the business and grow professionally over timeStrong written communication skills with the ability to clearly document technical information for end usersAbility to work independently in a remote environmentReliable high-speed internet connection and a professional remote work environment requiredSuccess in This Role Looks Like Providing friendly, timely, and accurate customer supportLearning ACT software platforms and workflows quicklyCommunicating clearly with both customers and internal teamsContributing to documentation, QA efforts, release notes, and process improvement initiativesGrowing into additional responsibilities over timeBonus Points If You HavePrevious customer support or help desk experience (1-3 years)Experience with SaaS software platformsFamiliarity with Paracelsus or laboratory/toxicology workflowsQA/testing experienceExperience working with courts, justice programs, healthcare, or laboratory environmentsExperience supporting hardware-connected software such as laboratory instruments, printers, or similar equipmentFamiliarity with remote desktop or screen-sharing tools (TeamViewer, AnyDesk, or similar)Why Join ACT Innovations?Fully remote positionStable Monday–Friday schedule with no weekendsOpportunity for career growth into QA, implementations, product management, client success, or technical operationsExposure to mission-driven software that makes a real impactCollaborative and supportive team environmentGrowing technology company with long-term advancement opportuni