Customer Support Specialist
Skills
Software TestingAirline TicketingEvent TicketingFunctionalityKnowledge BaseLaboratory EquipmentRelease Notes
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience providing customer support via phone email and chat
- Ability to troubleshoot software workflow and user issues
- Familiarity with remote screen-sharing support tools
- Experience documenting support interactions in a ticketing system
- Ability to escalate complex issues to senior team members
- Comfort supporting laboratory software and equipment issues
- Ability to assist with software testing and QA
Nice to have
- Detail-oriented
- Customer-focused
- Analytical
- Collaborative
- Adaptable
Day to day
- Provide responsive customer support via phone email and chat for ACT Innovations software platforms including DCCM and Paracelsus.
- Troubleshoot software workflow user printer and connectivity issues for laboratory equipment while remotely diagnosing problems in real time.
- Document support cases escalate complex issues assist with testing QA and contribute to release notes knowledge base articles and onboarding support.