Helpdesk Specialist

Job Title: Helpdesk Specialist (Aqualab)

Department: Revenue Ops - Client Success

Reports To: Helpdesk Manager

Location: Pullman, WA or Remote (US)

Compensation: $60,000 - $70,000

Applicants must be legally authorized to work in the United States. Addium, Inc. does not sponsor employment visas now or in the future.

About Addium

Addium is a leading ag-tech company uniting science, sensors, and software to deliver end-to-end solutions in agriculture and food safety. Serving 34,000+ global clients with 60M+ daily sensor readings, we turn raw data into actionable insights that conserve resources, improve food safety, and drive measurable impact. Our mission is to make the invisible visible—transforming data into clarity, action, and automation. Trusted by partners like Mondelez, PepsiCo, Ferrero, and Green Thumb Industries, we stand for innovation, reliability, and a bold commitment to the future of agriculture.

Position Summary

The Helpdesk Specialist is the first point of contact for AQUALAB customers who need technical help with their instruments, software, and service requests. This role resolves support cases quickly and accurately, coordinates with internal teams when issues need escalation, and helps customers get the most out of our products and self-service tools. Above all, the Helpdesk Specialist represents AQUALAB's commitment to customer service as a differentiator, treating every customer interaction with the professionalism and care our customers expect.

Key Responsibilities

Case Management and Customer Support

• 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, escalating complex issues to the appropriate team when needed.
• Communicate clearly and professionally with customers, setting accurate expectations and following through on every commitment.
• Document case details, actions taken, and root causes accurately so the team can track trends and improve service.

Self-Service Portal Support

• 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 so customers can request service without delays.

Cross-Departmental Coordination

• Support the onboarding calendar for Vapor Sorption Analyzer (VSA) 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.

Continuous Improvement

• Share feedback on recurring customer issues and suggest improvements to support processes in Salesforce and NetSuite.
• Participate in ongoing technical training to build deeper troubleshooting expertise across AQUALAB's product lines.

Who We're Looking For?

We are looking for the right person more than the perfect résumé. The ideal candidate has an outstanding, customer-first personality and genuinely enjoys helping people solve problems. You bring positive energy to every call, stay calm and confident under pressure, and take ownership until the customer's issue is fully resolved. You understand that every interaction shapes how customers feel about AQUALAB, and you hold yourself to a high standard of service every time.

Required:

• Bachelor's degree in a related field is preferred; equivalent technical certifications or relevant experience will be considered.
• Minimum of 5 years in technical support, customer support, or another customer-facing technical role.
• 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.

Preferred:

• A background in food science, including experience in food manufacturing, R&D, or product formulation.
• A degree or coursework in food science.
• Familiarity with laboratory instruments or quality control processes.

What We Offer

• Competitive salary
• 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
• A small, focused team that moves fast and gives you the room to actually build something

Addium, Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive and diverse workplace where all individuals are respected, valued, and supported. All qualified applicants are considered regardless of ethnicity, nationality, gender, veteran or disability status, religion, age, sexual orientation or gender identity, or other protected status.