Remote Client Success Specialist - AgTech Impact

ADDIUM, Inc.; Oregon; Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid time off & holidays

Life & disability insurance

HSA with company contribution

Team that moves fast

Job summary

Addium is seeking a Client Success Specialist (Aqualab) to be the first point of contact for customers needing technical help with instruments, software, and service requests. This role emphasizes proactive support, clear communication, and timely resolution to ensure customers get the most from our products.

In this role you will manage cases in Salesforce, coordinate with Sales Engineering and Laboratory Sciences, support onboarding for Vapor Sorption Analyzer customers, and contribute to

Qualifications

• Minimum of 5 years in technical support, customer support, or another customer-facing technical role.
• Experience with case management systems; hands-on experience with Salesforce and NetSuite is highly desirable.
• Bachelor's degree in a related field or equivalent certifications/experience preferred.

Responsibilities

• Manage and resolve technical support cases in Salesforce from first contact to resolution.
• Troubleshoot instrument, software, and connectivity issues by phone, email, and video.
• Escalate complex issues to the appropriate team when needed.
• Document case details, actions taken, and root causes for trend analysis.
• Guide customers through the self-service portal and calibration/service requests.
• Coordinate onboarding for Vapor Sorption Analyzer customers with Sales Engineering and Lab Sciences; collaborate with Shipping and Receiving.

Skills

Communication skills

Problem solving

Multitasking

Collaboration

Customer focus

Education

Bachelor's degree or equivalent

Tools

Salesforce

NetSuite

Job description

Addium is seeking a Client Success Specialist (Aqualab) to be the first point of contact for customers needing technical help with instruments, software, and service requests. This role emphasizes proactive support, clear communication, and timely resolution to ensure customers get the most from our products.

In this role you will manage cases in Salesforce, coordinate with Sales Engineering and Laboratory Sciences, support onboarding for Vapor Sorption Analyzer customers, and contribute to