Senior Help Desk Specialist: Salesforce & NetSuite

7Seventy Recruiting; United States; On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid time off

Life and disability insurance

HSA with employer contribution

FSA options

11 paid holidays

Job summary

The Helpdesk Specialist at 7Seventy Recruiting serves as the primary contact for customers requiring technical assistance with laboratory instruments, software, connectivity issues, and service requests. You will manage support cases from initial contact through resolution across phone, email, and video channels, coordinating escalations when specialized expertise is needed.

You will document issues, follow up promptly, and collaborate with Sales Engineering, Laboratory Sciences, Repairs,

Qualifications

• 5+ years in technical or customer-facing support.
• Experience handling cases to resolution.

Responsibilities

• Manage technical support cases in Salesforce from initial contact through resolution.
• Diagnose and troubleshoot issues involving laboratory instruments, software, and connectivity via phone, email, and video.
• Investigate problems, identify solutions, and escalate to specialized teams when needed.
• Provide clear communication and set realistic resolution expectations, following through on commitments.
• Document issues, troubleshooting steps, and root causes for case tracking and service improvements.

Skills

Troubleshooting

English communication

Critical thinking

Multitasking

Calm under pressure

Customer service

Cross-functional collaboration

Education

Bachelor's degree preferred

Tools

Salesforce

NetSuite

Job description

The Helpdesk Specialist at 7Seventy Recruiting serves as the primary contact for customers requiring technical assistance with laboratory instruments, software, connectivity issues, and service requests. You will manage support cases from initial contact through resolution across phone, email, and video channels, coordinating escalations when specialized expertise is needed.

You will document issues, follow up promptly, and collaborate with Sales Engineering, Laboratory Sciences, Repairs,