Helpdesk Specialist

ADDIUM, Inc.

2d•$60,000 - $70,000•Remote

About The Position

The Helpdesk Specialist is the first point of contact for AQUALAB customers who need technical help with their instruments, software, and service requests. This role resolves support cases quickly and accurately, coordinates with internal teams when issues need escalation, and helps customers get the most out of our products and self-service tools. Above all, the Helpdesk Specialist represents AQUALAB's commitment to customer service as a differentiator, treating every customer interaction with the professionalism and care our customers expect.

Requirements

Bachelor's degree in a related field is preferred; equivalent technical certifications or relevant experience will be considered.
Minimum of 5 years in technical support, customer support, or another customer-facing technical role.
Experience with case management systems is preferred; hands-on experience with Salesforce and NetSuite is highly desirable.
Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to customers.
Strong problem-solving and critical-thinking abilities.
Strong organizational and multitasking skills, with the ability to stay composed in high-pressure situations.
Ability to work collaboratively with internal teams and external customers.

Nice To Haves

A background in food science, including experience in food manufacturing, R&D, or product formulation.
A degree or coursework in food science.
Familiarity with laboratory instruments or quality control processes.

Responsibilities

Manage and resolve technical support cases in Salesforce, keeping customers informed from first contact through resolution.
Troubleshoot instrument, software, and connectivity issues by phone, email, and video, escalating complex issues to the appropriate team when needed.
Communicate clearly and professionally with customers, setting accurate expectations and following through on every commitment.
Document case details, actions taken, and root causes accurately so the team can track trends and improve service.
Guide customers through registering for and using the self-service portal, including calibration and service requests.
Resolve account setup issues and create missing instrument assets on customer accounts so customers can request service without delays.
Support the onboarding calendar for Vapor Sorption Analyzer (VSA) customers in collaboration with Sales Engineering and Laboratory Sciences.
Coordinate with the Repairs Manager on loaner instruments, follow-ups, and escalations.
Work with the Shipping Manager to address urgent shipping concerns.
Partner with the Receiving Team to resolve issues with incoming instruments.
Share feedback on recurring customer issues and suggest improvements to support processes in Salesforce and NetSuite.
Participate in ongoing technical training to build deeper troubleshooting expertise across AQUALAB's product lines.