Helpdesk Specialist

Addium

. Manage and resolve technical support cases in Salesforce, keeping customers informed from first contact through resolution .

Posted 10/8/2026full-timeRemote • Washington • United StatesMid-LevelSenior💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer service, with a strong focus on troubleshooting, case management, and effective communication. Proficient in Salesforce and NetSuite, with a background in food science and laboratory instruments.

Highest-signal resume keywords

Technical Support ExperienceSalesforce ProficiencyCustomer Communication SkillsProblem-Solving AbilitiesFood Science Background

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingCase ManagementDocumentationAccount SetupCalibrationService RequestsQuality Control ProcessesMultitaskingCritical Thinking

Soft Skills

Verbal CommunicationWritten CommunicationOrganizational SkillsCollaborationCustomer Service

Tools & Technologies

SalesforceNetSuiteSelf-Service PortalLaboratory InstrumentsShipping Management

Certifications & Qualifications

Bachelor's Degree in Related FieldTechnical Certifications

Industry Keywords

Food ScienceFood ManufacturingR&DProduct FormulationLaboratory Sciences

About the role

Key responsibilities & impact

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
Escalate complex issues to the appropriate team when needed
Communicate clearly and professionally with customers, setting accurate expectations and following through on commitments
Document case details, actions taken, and root causes accurately
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
Support the onboarding calendar for Vapor Sorption Analyzer 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 across AQUALAB's product lines

Requirements

What you’ll need

Applicants must be legally authorized to work in the United States
Minimum of 5 years in technical support, customer support, or another customer-facing technical role
Bachelor's degree in a related field is preferred; equivalent technical certifications or relevant experience will be considered
Experience with case management systems is preferred; hands-on experience with Salesforce and NetSuite is highly desirable
Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to customers
Strong problem-solving and critical-thinking abilities
Strong organizational and multitasking skills, with the ability to stay composed in high-pressure situations
Ability to work collaboratively with internal teams and external customers
Background in food science, including experience in food manufacturing, R&D, or product formulation is preferred
Degree or coursework in food science is preferred
Familiarity with laboratory instruments or quality control processes is preferred

Benefits

Comp & perks

Comprehensive medical, dental, and vision insurance
401(k) retirement plan with a company match (up to 4% after your first year)
Paid Time Off, Sick Leave, and 11 Paid Holidays
Company-paid life and disability insurance
HSA with company contribution and FSA options
Small, focused team environment with room to build something