Customer Support Specialist
New
United States, Monday–Friday | 8:00 AM – 5:00 PM CTFull-TimeEntry
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- DocumentationMS OfficeTechnical supportCustomer supportSaaS
Requirements
- High school diploma or GED.
- Strong communication and customer service skills.
- Proficiency with MS Office (Word, Excel, Outlook).
- Comfort with remote desktop or screen-sharing tools.
- Ability to follow structured troubleshooting steps.
- Ability to translate technical information into clear, non-technical guidance.
- Ability to work independently in a remote environment.
- Reliable high-speed internet connection and a professional remote work environment.
- Organized, dependable, and detail-oriented.
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, 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, escalating to senior team members when needed.
- Support DCCM users with workflow questions and case management tasks, creating and managing support tickets.
- Document support interactions and resolutions within the ticketing system.
- Assist with software testing, QA efforts, and creation of customer-facing release notes.
- Help maintain internal support documentation and knowledge base articles.
View Full Description & ApplyYou'll be redirected to the employer's site
