Helpdesk Specialist

Job not on LinkedIn

🔥 27 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $60k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Addium

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🍽️ Food & Beverage

💼 Consulting

🏭 Manufacturing

Food & Beverage • Consulting • Manufacturing

Addium is a data-driven agtech company that develops scientific sensors and analytics software to improve food and agricultural production. They combine precise sensor hardware with analytics and software tools to monitor controlled-environment agriculture, ensure food safety and quality, and provide actionable insights for producers and processors. Headquartered in Pullman, WA, Addium positions itself as a B2B provider focused on applying science and data to optimize production processes and regulatory compliance.

📋 Description

• 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 • Escalate complex issues to the appropriate team when needed • Communicate clearly and professionally with customers, setting accurate expectations and following through on commitments • Document case details, actions taken, and root causes accurately • 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 • Support the onboarding calendar for Vapor Sorption Analyzer 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 • Share feedback on recurring customer issues and suggest improvements to support processes in Salesforce and NetSuite • Participate in ongoing technical training across AQUALAB's product lines

🎯 Requirements

• Applicants must be legally authorized to work in the United States • Minimum of 5 years in technical support, customer support, or another customer-facing technical role • Bachelor's degree in a related field is preferred; equivalent technical certifications or relevant experience will be considered • 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 • Background in food science, including experience in food manufacturing, R&D, or product formulation is preferred • 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 room to build something