Helpdesk Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time

Experience: Minimum 5 years in technical support, customer support, or a customer-facing technical role

Core Areas: Technical Helpdesk Support, Case Management, Salesforce, Instrument and Software Troubleshooting, Connectivity Issues, Customer Self-Service Portals, Technical Escalations, NetSuite

Compensation: $60,000–$70,000 annually

About the Role

The Helpdesk Specialist serves as the primary point of contact for customers seeking technical assistance with laboratory instruments, software, connectivity issues, and service requests. This position manages technical support cases from initial contact through resolution, provides troubleshooting assistance across phone, email, and video channels, and coordinates escalations when specialized expertise is required. Accurate case documentation, timely follow-up, and effective issue resolution are central to the role.

The position supports scientific instrumentation used in food science, agriculture, and laboratory applications, including water activity measurement and vapor sorption analysis equipment. Responsibilities include managing customer cases in Salesforce, assisting with self-service portal access, coordinating instrument calibration and repair requests, and working with Sales Engineering, Laboratory Sciences, Repairs, Shipping, and Receiving teams. The role also contributes to support process improvements involving Salesforce and NetSuite.

What You'll Do

• Manage technical support cases in Salesforce, maintaining accurate records and tracking each request from initial customer contact through resolution.
• Diagnose and troubleshoot customer issues involving laboratory instruments, software applications, and connectivity through phone, email, and video support.
• Investigate technical problems, identify appropriate solutions, and escalate complex issues to specialized internal teams when additional expertise is required.
• Provide clear and professional customer communication, establish realistic resolution expectations, and follow through on support commitments.
• Document customer-reported issues, troubleshooting actions, resolution steps, and identified root causes to support case tracking, recurring issue analysis, and service improvements.

• Assist customers with registration, account setup, navigation, and use of the customer self-service portal.
• Guide customers through submitting instrument calibration requests and equipment service requests using available self-service tools.
• Troubleshoot customer account setup problems and resolve issues that prevent access to service request functionality.
• Create missing instrument assets within customer accounts to enable customers to submit calibration and service requests without unnecessary delays.

• Support the customer onboarding calendar for Vapor Sorption Analyzer (VSA) instruments in coordination with Sales Engineering and Laboratory Sciences.
• Coordinate with the Repairs Manager regarding loaner instruments, customer follow-ups, outstanding service issues, and escalations.
• Work with the Shipping Manager to resolve urgent shipping concerns affecting customer service and instrument availability.
• Partner with the Receiving Team to investigate and resolve issues involving incoming instruments.
• Maintain effective coordination across technical, laboratory, service, and logistics functions to support timely customer issue resolution.

• Identify recurring customer problems and share actionable feedback to improve technical support workflows and service quality.
• Recommend improvements to case management and operational support processes involving Salesforce and NetSuite.
• Participate in ongoing technical training to strengthen troubleshooting knowledge across laboratory instrumentation and associated product lines.
• Maintain a customer-focused approach to technical problem solving, taking ownership of support requests and ensuring consistent follow-through.

Qualifications

Required Experience

• Minimum of 5 years of professional experience in technical support, customer support, or another customer-facing technical role.
• Experience assisting customers with technical problems and managing support interactions through resolution.

Required Skills

• Strong technical troubleshooting and problem-solving abilities, including the capacity to investigate issues, evaluate possible causes, and determine appropriate next steps.
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly and professionally to customers.
• Strong critical-thinking skills and the ability to approach customer issues systematically.
• Effective organizational and multitasking abilities, including managing competing support priorities while maintaining accuracy and responsiveness.
• Ability to remain calm, confident, and professional when handling difficult customer interactions or high-pressure support situations.
• Strong customer service skills, with a commitment to taking ownership of technical issues and following through until resolution.
• Ability to collaborate effectively with internal departments and external customers to resolve technical and service-related issues.

Education & Certifications

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

Preferred Qualifications

• Experience working with case management or customer support ticketing systems.
• Hands-on experience using Salesforce and NetSuite for customer case management or related service processes is highly desirable.
• Background in food science, including experience in food manufacturing, research and development (R&D), or product formulation.
• A degree or relevant coursework in food science.
• Familiarity with laboratory instruments, scientific equipment, or quality control processes.

Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with an employer match of up to 4% after the first year of employment.
• Paid time off (PTO), sick leave, and 11 paid holidays.
• Company-paid life insurance and disability insurance.
• Health Savings Account (HSA) with an employer contribution.
• Flexible Spending Account (FSA) options.
• Opportunity to contribute to technical support improvements within a small, focused team.