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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities through effective communication and troubleshooting of software issues, particularly with ACT Innovations platforms like DCCM and Paracelsus. Proficient in documenting interactions and managing support tickets while maintaining a professional demeanor in customer-facing situations.
Highest-signal resume keywords
Customer SupportTroubleshooting Software IssuesDocumentation SkillsCommunication SkillsRemote Desktop Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingSoftware TestingQuality AssuranceTicketing System ManagementLaboratory Information SystemCase ManagementWorkflow Management
Soft Skills
Strong CommunicationDetail-OrientedOrganizedProblem-SolvingProfessionalism
Tools & Technologies
MS OfficeGoToAssistScreen-Sharing Tools
Industry Keywords
ACT InnovationsDCCMParacelsusLaboratory EquipmentCustomer Onboarding
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- Paid time off and company holidays
- Ongoing training and development opportunities