Helpdesk Specialist

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 req