The Helpdesk Specialist is the first point of contact for 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 the company'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 instruments, 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 the company's product lines
Requirements
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 the company, and you hold yourself to a high standard of service every time.
Required Qualifications:
- Minimum of 5 years in technical support, customer support, or another customer facing technical role
- Proven experience handling customer interactions via phone, email, and video conferencing platforms
- Hands-on experience using Salesforce CRM for customer relationship management, case tracking, and customer support operations
- Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to customers and must possess a neutral-to-native American accent, demonstrate confidence on calls, and communicate with professionalism
- Strong customer service mindset with a high level of empathy, patience, and professionalism
- Strong time management skills, with a proactive and self-driven approach to work
Preferred Qualifications:
- A bachelor’s degree in a related field; equivalent technical certifications or relevant experience will be considered
- Experience in B2B customer service, sales, or client-facing support roles
- Experience with case management systems is preferred; hands-on experience with NetSuite is highly desirable
- 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
- 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
Benefits
- Free lunch meal, fruits, snacks, and drinks (if you are in an onsite shift)
- Onsite gym with a free professional instructor
- Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
- Weekly engagement activities with prizes that are up to 3,000 PHP
- Free upskilling academy to improve your performance and skillset
- State-of-the-art facilities from toilets to your workstation
- Amenities such as sleeping quarters, game area, chat room, shower room