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ACT Job Req: Customer Support Specialist
ACT Innovations
Remote | Full-Time | Monday–Friday | 8:00 AM – 5:00 PM CT
At 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 responsibilities over time Bonus Points If You Have
Previous customer support or help desk experience (1-3 years)
Experience with SaaS software platforms
Familiarity with Paracelsus or laboratory/toxicology workflows
QA/testing experience
Experience working with courts, justice programs, healthcare, or laboratory environments
Experience supporting hardware-connected software such as laboratory instruments, printers, or similar equipment
Familiarity with remote desktop or screen-sharing tools (TeamViewer, AnyDesk, or similar) Why Join ACT Innovations?
Fully remote position
Stable Monday–Friday schedule with no weekends
Opportunity for career growth into QA, implementations, product management, client success, or technical operations
Exposure to mission-driven software that makes a real impact
Collaborative and supportive team environment
Growing technology company with long-term advancement opportunities Compensation & Benefits
Competitive compensation based on experience
Benefits package available
Paid time off and company holidays
Ongoing training and development opportunities
Worker Type:
RegularNumber of Openings Available:
1
ACT Innovations builds software that supports treatment courts, justice programs, and toxicology laboratories across the country. The company develops specialized platforms including DCCM (a virtual client filing system for specialty courts) and Paracelsus (a Laboratory Information System for toxicology screening). Their mission is to help organizations improve lives, streamline operations, and deliver better outcomes for the communities they serve through technology solutions tailored to the justice and laboratory sectors.
