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 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 othe