Remote Helpdesk Specialist - Instrument & Software Support

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

Benefits offered by this job

Competitive salary

Medical, dental, and vision insurance

401(k) with company match

Paid Time Off and holidays

Life and disability insurance

HSA with company contribution

Job summary

Addium, Inc. is seeking a Helpdesk Specialist (Aqualab) to be the first point of contact for customer technical support. You will resolve instrument and software issues, guide customers through self-service tools, and coordinate with internal teams to accelerate resolutions.

Based in Pullman, WA or Remote (US), the role offers a competitive compensation package and opportunities to grow within a fast-moving ag-tech company that serves 34,000+ global clients.

Qualifications

• Bachelor's degree preferred; applicable certifications or experience may be considered.
• Minimum of 5 years in technical support or customer-facing technical role.
• Experience with case management systems; hands-on Salesforce and NetSuite desirable.
• Excellent English verbal and written communication; ability to explain technical concepts clearly.
• Strong problem-solving, organizational, and multitasking abilities.

Responsibilities

• Manage and resolve technical support cases in Salesforce from initial contact to resolution.
• Troubleshoot instrument, software, and connectivity issues via phone, email, and video; escalate when needed.
• Document case details and actions to help team track trends and improve service.
• Guide customers through self-service portal use and account setup to avoid delays.
• Coordinate with Sales Engineering, Lab Sciences, Repairs, Shipping, and Receiving teams for smooth onboarding and issue resolution.
• Share feedback to improve support processes and participate in ongoing training.

Skills

Experience in technical support

Customer-facing communication

Problem-solving

Organizational skills

Collaboration

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 customer technical support. You will resolve instrument and software issues, guide customers through self-service tools, and coordinate with internal teams to accelerate resolutions.

Based in Pullman, WA or Remote (US), the role offers a competitive compensation package and opportunities to grow within a fast-moving ag-tech company that serves 34,000+ global clients.