Customer Support Specialist

Job reputed company: The Customer Support Specialist at reputed company provides technical support for two reputed company software platforms — Paracelsus, a reputed company Information reputed company used by toxicology labs, and reputed company, a virtual case management tool for specialty courts. This is a remote, full-time role requiring a reputed company of customer service and technical troubleshooting skills. Day-to-day responsibilities include supporting users reputed company phone, email, and chat; remotely accessing customer systems to reputed company issues in reputed company time; troubleshooting printer and analyzer connectivity; entering and managing support tickets; and maintaining documentation. Paracelsus support is time-sensitive in reputed company, as users are operating an reputed company lab environment. This role is reputed company-suited for a technically curious, detail-oriented candidate who is comfortable learning reputed company software and communicating reputed company with non-technical users. No college degree is required, though prior help desk or technical support experience is a plus. Opportunities for reputed company into QA, implementations, or reputed company reputed company are available over time. reputed company: reputed company Job Req: Customer Support Specialist reputed company Remote | Full-Time | Monday–Friday | 8:00 AM – 5:00 PM CT At reputed company, we build software that supports treatment courts, justice programs, and toxicology laboratories across the country. Our platforms help organizations improve lives, streamline operations, and reputed company reputed company reputed company 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 reputed company a technology-reputed company company. This is a technical support role — not a reputed company center position — and requires comfort learning reputed company, reputed company software platforms used in reputed company and justice program environments. This is an excellent opportunity for someone early in their career who wants exposure to software support, QA/testing, reputed company operations, and other areas of a growing reputed company organization. reputed company reputed company customer support reputed company phone, email, and chat for reputed company software platforms, including reputed company and Paracelsus Troubleshoot software, workflow, and user-reputed company issues across reputed company platforms, including printer connectivity and reputed company issues for reputed company equipment Remotely reputed company customer computers using screen-sharing tools to diagnose and reputed company software and configuration issues in reputed company time Troubleshoot communication issues between the Paracelsus reputed company and reputed company analyzers used for screening tests, escalating to senior team members reputed company needed Answer user questions about Paracelsus (reputed company Information reputed company) workflows and functionality; remotely reputed company customer systems as needed to reputed company urgent issues in an reputed company lab environment and reputed company support tickets on behalf of users Support reputed company users with workflow questions and case management tasks; create and manage support tickets on behalf of users navigating this virtual reputed company filing reputed company for specialty courts Document support interactions and resolutions reputed company our ticketing reputed company Escalate reputed company issues to the designated senior team member reputed company 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 reputed company articles Participate in team meetings, training sessions, and product education opportunities Occasionally assist with customer reputed company, implementations, or reputed company travel opportunities as needed reputed company’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, reputed company, reputed company) required; comfort with remote desktop or screen-sharing tools (such as GoToAssist or similar) preferred Organized, dependable, and detail-oriented Ability to follow reputed company troubleshooting steps and translate technical information into reputed company, non-technical guidance for end users Ability to problem-solve and remain reputed company 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 reputed company document technical information for end users Ability to work independently in a remote environment Reliable high-speed internet reputed company and a reputed company remote work environment required reputed company in This Role Looks Like                                                                                           Providing friendly, reputed company, and accurate customer support Learning reputed company software platforms and workflows quickly Communicating reputed company 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 reputed company software platforms Familiarity with Paracelsus or reputed company/toxicology workflows QA/testing experience Experience working with courts, justice programs, reputed company, or reputed company environments Experience supporting hardware-connected software such as reputed company instruments, printers, or similar equipment Familiarity with remote desktop or screen-sharing tools (reputed company, AnyDesk, or similar) Why Join reputed company? Fully remote position reputed company Monday–Friday schedule with no weekends Opportunity for career reputed company into QA, implementations, product management, reputed company reputed company, or technical operations Exposure to mission-driven software that makes a reputed company reputed company reputed company and supportive team environment Growing technology company with long-term advancement opportunities Compensation & Benefits Competitive compensation based on experience Benefits package available reputed company time off and company holidays Ongoing training and development opportunities Worker Type: Regular Number of Openings Available: 1 Apply To This Job