Helpdesk Specialist

This is a fully remote position, open to applicants in Washington.

📋 Description

• Oversee and resolve technical support inquiries within Salesforce, ensuring customers are updated from the initial contact until resolution.

• Diagnose instrument, software, and connectivity challenges via phone, email, and video communication.

• Refer complex matters to the relevant team as necessary.

• Convey information clearly and professionally to customers, establishing accurate expectations and adhering to commitments.

• Accurately document case details, actions taken, and root causes.

• Assist customers in registering for and navigating the self-service portal, including calibration and service requests.

• Address account setup challenges and generate missing instrument assets on customer accounts.

• Collaborate with Sales Engineering and Laboratory Sciences to support the onboarding schedule for Vapor Sorption Analyzer customers.

• Work with the Repairs Manager regarding loaner instruments, follow-ups, and escalations.

• Coordinate with the Shipping Manager to resolve urgent shipping issues.

• Partner with the Receiving Team to address problems with incoming instruments.

• Provide feedback on recurring customer concerns and recommend enhancements to support processes in Salesforce and NetSuite.

• Engage in continuous technical training across AQUALAB's product lines.

⛳️ Requirements

• Candidates must possess legal authorization to work in the United States.

• A minimum of 5 years of experience in technical support, customer support, or another customer-facing technical role is required.

• A bachelor's degree in a relevant field is preferred; equivalent technical certifications or pertinent experience will also be considered.

• Familiarity with case management systems is preferred; hands-on experience with Salesforce and NetSuite is highly sought after.

• Exceptional verbal and written communication skills in English, with the capability to clearly explain technical concepts to customers.

• Strong problem-solving and critical-thinking skills are essential.

• Excellent organizational and multitasking abilities, with the capacity to remain calm in high-pressure situations.

• Ability to collaborate effectively with internal teams and external customers.

• A background in food science, including experience in food manufacturing, R&D, or product formulation is preferred.

• A degree or coursework in food science is preferred.

• Familiarity with laboratory instruments or quality control processes is preferred.

🏝️ Benefits

• 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 opportunities to contribute to meaningful projects.