Remote Client Support Specialist — Technical Helpdesk

AQUALAB (by Addium); United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with company match

Paid time off & holidays

Life and disability insurance

HSA/FSA options

Job summary

Addium, Inc. is seeking a Client Support Specialist to be the first point of contact for customers needing help with instruments, software, and services. You will resolve cases efficiently, coordinate with internal teams for escalations, and promote self-service tools to maximize product value.

You’ll work in a dynamic Revenue Ops - Client Success environment, supporting customers from the US with a focus on service excellence and timely resolutions.

Qualifications

• Bachelor's degree preferred; equivalent certifications or experience considered.
• Minimum 5 years in technical or customer-facing support.
• Experience with Salesforce and NetSuite is highly desirable and preferred.

Responsibilities

• Handle technical support cases via Salesforce, guiding customers to resolution.
• Troubleshoot instrument, software, and connectivity issues by phone, email, and video; escalate when needed.
• Document all actions and communicate clearly to customers to set proper expectations.
• Collaborate with internal teams to improve processes and customer self-service tools.

Skills

Customer first

Communication

Problem solving

Multitasking

Education

Bachelor's degree

Tools

Salesforce

NetSuite

Job description

Addium, Inc. is seeking a Client Support Specialist to be the first point of contact for customers needing help with instruments, software, and services. You will resolve cases efficiently, coordinate with internal teams for escalations, and promote self-service tools to maximize product value.

You’ll work in a dynamic Revenue Ops - Client Success environment, supporting customers from the US with a focus on service excellence and timely resolutions.