Remote Helpdesk Specialist — Customer-First Tech Support

Addium Inc.; Pullman, Northern (WA, KY); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical insurance and benefits

Dental insurance

Vision insurance

401(k) match

Paid time off & holidays

Life and disability insurance

HSA contributions

Job summary

Addium, Inc. is seeking a Helpdesk Specialist (Aqualab) to be the first point of contact for customers needing instrument, software, and service support.

You will resolve issues, guide users to self-service tools, and coordinate with internal teams to escalate as needed. The ideal candidate has at least 5 years in technical or customer-facing support, strong English communication, and experience with Salesforce and NetSuite.

Qualifications

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

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.
• 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.
• Coordinate 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.

Skills

Customer-focused mindset

Excellent English communication

Problem solving

Multi-tasking

Team collaboration

Technical troubleshooting

Education

Bachelor's degree preferred

Tools

Salesforce

NetSuite

Job description

Addium, Inc. is seeking a Helpdesk Specialist (Aqualab) to be the first point of contact for customers needing instrument, software, and service support.

You will resolve issues, guide users to self-service tools, and coordinate with internal teams to escalate as needed. The ideal candidate has at least 5 years in technical or customer-facing support, strong English communication, and experience with Salesforce and NetSuite.