Remote Helpdesk Specialist - Instrument & Software Support

ADDIUM, Inc.; United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

401(k) retirement plan

Health, dental, vision insurance

Paid time off

Company-paid life and disability

Job summary

Addium, Inc. is seeking a Helpdesk Specialist to be the first point of contact for AQUALAB customers needing instrument, software, and service assistance.

You will resolve cases quickly, coordinate with internal teams for escalations, and help customers maximize product and self-service tools. The role emphasizes customer service excellence, communication, and collaboration with Sales Engineering and Laboratory Sciences to ensure smooth onboarding and ongoing support in a dynamic ag-tech

Qualifications

• Bachelor's degree preferred; equivalent certifications considered.
• Minimum of 5 years in technical or customer-facing technical support.
• Experience with Salesforce and NetSuite highly desirable.
• Excellent verbal and written English communication.
• Strong problem-solving and multitasking abilities.
• Ability to work collaboratively with internal teams and customers.

Responsibilities

• Manage and resolve technical support cases in Salesforce, informing customers from first contact to resolution.
• Troubleshoot instrument, software, and connectivity issues by phone, email, and video.
• Coordinate with internal teams when escalation is needed and document case details clearly.
• Guide customers through self-service portal registration and usage, including calibrations and service requests.
• Coordinate onboarding calendars for Vapor Sorption Analyzer customers with Sales Engineering and Lab Sciences.

Skills

Customer support

Technical support

Communication skills

Problem solving

Education

Bachelor's degree

Tools

Salesforce

NetSuite

Job description

Addium, Inc. is seeking a Helpdesk Specialist to be the first point of contact for AQUALAB customers needing instrument, software, and service assistance.

You will resolve cases quickly, coordinate with internal teams for escalations, and help customers maximize product and self-service tools. The role emphasizes customer service excellence, communication, and collaboration with Sales Engineering and Laboratory Sciences to ensure smooth onboarding and ongoing support in a dynamic ag-tech