Remote Helpdesk Specialist - Lab Instrument Support

7Seventy; United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k) with match

PTO and holidays

Life and disability insurance

HSA/FSA options

Job summary

7Seventy is seeking a Helpdesk Specialist to be the primary contact for customers needing technical assistance with laboratory instruments, software, and connectivity. You will manage cases from first contact to resolution, troubleshoot via phone, email, and video, and escalate when needed.

The role involves coordinating instrument calibration and service requests, documenting issues, and collaborating across teams to improve support workflows using Salesforce and NetSuite.

Qualifications

• Minimum of 5 years in technical support, customer support, or a customer-facing technical role.
• Strong troubleshooting and problem-solving abilities; explain technical concepts clearly.

Responsibilities

• Manage technical support cases in Salesforce from initial contact through resolution.
• Diagnose and troubleshoot issues involving laboratory instruments, software, and connectivity across phone, email, and video support.
• Investigate problems, identify solutions, and escalate to specialized teams as needed.
• Provide clear, professional customer communication with realistic resolution expectations.
• Document issues, steps taken, and root causes to support analytics and service improvements.

Skills

Technical troubleshooting

English communication

Critical thinking

Organization

Customer service

Collaboration

Education

Bachelor's degree

Tools

Salesforce

NetSuite

Job description

7Seventy is seeking a Helpdesk Specialist to be the primary contact for customers needing technical assistance with laboratory instruments, software, and connectivity. You will manage cases from first contact to resolution, troubleshoot via phone, email, and video, and escalate when needed.

The role involves coordinating instrument calibration and service requests, documenting issues, and collaborating across teams to improve support workflows using Salesforce and NetSuite.