Helpdesk Specialist

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

📋 Description

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

• Diagnose issues related to instruments, software, and connectivity through phone, email, and video communications.

• Refer complicated issues to the appropriate team when necessary.

• Communicate effectively and professionally with customers, managing expectations and adhering to commitments.

• Accurately document case specifics, actions taken, and underlying causes.

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

• Address account setup problems and create any missing instrument assets within customer accounts.

• Support the onboarding schedule for Vapor Sorption Analyzer (VSA) customers in collaboration with Sales Engineering and Laboratory Sciences.

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

• Collaborate with the Shipping Manager to tackle urgent shipping issues.

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

• Provide insights on recurring customer issues and propose enhancements to support processes in Salesforce and NetSuite.

• Engage in ongoing technical training to enhance troubleshooting skills across various product lines.

⛳️ Requirements

• At least 5 years of experience in technical support, customer support, or any customer-facing technical role.

• Demonstrated experience managing customer interactions via phone, email, and video conferencing tools.

• Practical experience utilizing Salesforce CRM for managing customer relationships, case tracking, and support operations.

• Exceptional verbal and written communication skills in English.

• Capability to articulate technical concepts clearly to customers.

• Must have a neutral to native American accent.

• Proven confidence during calls and professionalism.

• Strong customer service orientation with empathy, patience, and professionalism.

• Excellent time management abilities.

• A proactive and self-motivated work approach.

• Preferred: Bachelor's degree in a related field; equivalent technical certifications or relevant experience will be taken into account.

• Preferred: Experience in B2B customer service, sales, or client-facing support roles.

• Preferred: Familiarity with case management systems; hands-on experience with NetSuite is highly desirable.

• Preferred: Background in food science, including food manufacturing, R&D, or product formulation.

• Preferred: Degree or coursework in food science.

• Preferred: Knowledge of laboratory instruments or quality control processes.

• Preferred: Strong problem-solving and critical-thinking skills.

• Preferred: Excellent organizational and multitasking abilities.

• Preferred: Ability to maintain composure in high-pressure situations.

• Preferred: Capacity to work collaboratively with internal teams and external customers.

🏝️ Benefits

• Complimentary lunch, fruits, snacks, and beverages (for those on an onsite shift).

• Access to an onsite gym with a complimentary professional instructor.

• Weekly fitness activities and an annual fitness challenge with prizes of up to 70,000 PHP.

• Weekly engagement activities offering prizes that can reach up to 3,000 PHP.

• Free upskilling academy aimed at enhancing your performance and skillset.

• State-of-the-art facilities, from restrooms to workstations.

• Amenities including sleeping quarters, game area, chat room, and shower room.