Customer Support Specialist

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🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Volaris Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2005

🤝 B2B

☁️ SaaS

💳 Fintech

B2B • SaaS • Fintech

Volaris Group is a company focused on acquiring and developing software businesses. They emphasize a long-term commitment to the companies they acquire, providing a supportive environment for local leaders while ensuring they maintain their unique cultures and relationships with customers. With a successful track record of hundreds of acquisitions, Volaris has not sold any of its portfolio companies, showcasing its dedication to fostering growth and innovation within the software industry.

📋 Description

• 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

• 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

• Competitive compensation based on experience • Benefits package available • Paid time off and company holidays • Ongoing training and development opportunities