Helpdesk Specialist

• 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
• 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 (VSA) customers 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 to build troubleshooting expertise across product lines

• 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
• Ability to explain technical concepts clearly to customers
• Must possess a neutral-to-native American accent
• Demonstrated confidence on calls and professionalism
• Strong customer service mindset with empathy, patience, and professionalism
• Strong time management skills
• Proactive and self-driven approach to work
• Preferred: a bachelor’s degree in a related field; equivalent technical certifications or relevant experience will be considered
• Preferred: experience in B2B customer service, sales, or client-facing support roles
• Preferred: experience with case management systems; hands-on experience with NetSuite highly desirable
• Preferred: background in food science, including food manufacturing, R&D, or product formulation
• Preferred: degree or coursework in food science
• Preferred: familiarity with laboratory instruments or quality control processes
• Preferred: strong problem-solving and critical-thinking abilities
• Preferred: strong organizational and multitasking skills
• Preferred: ability to stay composed in high-pressure situations
• Preferred: ability to work collaboratively with internal teams and external customers

• 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