Helpdesk Specialist

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, Net Suite

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

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 Net Suite.

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, Net Suite

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

• 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 elevate 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…