Helpdesk Specialist
New
I
iSupport WorldwideScientific instruments
Workable workplace: remote; Workable locations: Metro Manila, PhilippinesFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum of 5 years in technical support, customer support, or another customer facing technical role
- Required Skills
- Customer serviceNetSuiteTechnical supportCustomer support
Requirements
- Have a minimum of 5 years in technical support, customer support, or another customer-facing technical role.
- Have experience handling customer interactions by phone, email, and video conferencing platforms.
- Have hands-on experience using Salesforce CRM for customer relationship management, case tracking, and customer support operations.
- Have excellent verbal and written communication skills in English and be able to explain technical concepts clearly to customers.
- Have a neutral-to-native American accent and demonstrate confidence and professionalism on calls.
- Bring a strong customer service mindset, empathy, patience, and professionalism.
- Have strong time management skills and a proactive, self-driven approach to work.
- A bachelor's degree in a related field is preferred; equivalent technical certifications or relevant experience may be considered.
- Experience in B2B customer service, sales, or client-facing support roles is preferred.
- Experience with case management systems is preferred; hands-on NetSuite experience is highly desirable.
- A background in food science, food manufacturing, R&D, product formulation, or coursework in food science is preferred.
- Familiarity with laboratory instruments or quality control processes is preferred.
Responsibilities
- 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 when needed.
- 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 loaner instruments, follow-ups, and escalations with the Repairs Manager.
- Work with the Shipping Manager and Receiving Team to address shipping concerns and incoming instrument issues.
- Share feedback on recurring customer issues and suggest improvements to support processes in Salesforce and NetSuite.
- Participate in ongoing technical training across the company's product lines.
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