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Addium is an agtech company developing scientific sensors and analytics software for food and agricultural production. Its hardware and software help businesses monitor controlled-environment agriculture, evaluate food safety and quality, and turn production data into practical insights. Serving producers and processors in a B2B context, Addium applies measurement, analytics, and scientific expertise to improve operational processes and support regulatory compliance.
Remote Helpdesk Specialist for AQUALAB Instruments
Provide technical support for AQUALAB instruments, software, connectivity, and service requests. Troubleshoot customer issues for Addium, an ag-tech company serving agriculture and food safety.
United States
Washington$60,000 – $70,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredIT SupportDescription
- Own technical support cases in Salesforce, guiding customers from initial contact through resolution.
- Diagnose instrument, software, and connectivity problems through phone, email, and video support.
- Escalate complex technical cases to the appropriate internal team.
- Set clear expectations, communicate professionally, and follow through on customer commitments.
- Maintain accurate records of case details, troubleshooting steps, and root causes.
- Help customers register for and use the self-service portal, including calibration and service-request features.
- Correct account setup problems and add missing instrument assets to customer accounts.
- Coordinate the onboarding schedule for Vapor Sorption Analyzer customers with Sales Engineering and Laboratory Sciences.
- Work with the Repairs Manager on loaner instruments, follow-up actions, and escalated cases.
- Coordinate with the Shipping Manager to resolve urgent shipping issues.
- Collaborate with the Receiving Team on problems involving incoming instruments.
- Identify recurring customer issues and recommend improvements to support workflows in Salesforce and NetSuite.
- Complete continuing technical training across the AQUALAB product portfolio.
Requirements
- Applicants must have legal authorization to work in the United States.
- At least five years of experience in technical support, customer support, or another customer-facing technical role is required.
- A bachelor's degree in a related field is preferred; relevant technical certifications or equivalent experience will also be considered.
- Experience with case management systems is preferred, with hands-on Salesforce and NetSuite experience strongly desirable.
- Excellent written and verbal English communication skills, including the ability to explain technical concepts clearly to customers.
- Strong problem-solving and critical-thinking skills.
- Excellent organization and multitasking abilities, with composure in high-pressure situations.
- Ability to collaborate effectively with internal teams and external customers.
- Food science experience, such as work in food manufacturing, research and development, or product formulation, is preferred.
- A degree or coursework in food science is preferred.
- Familiarity with laboratory instruments or quality-control processes is preferred.
Benefits
- Medical, dental, and vision insurance are provided.
- 401(k) retirement plan with company matching of up to 4% after the first year.
- Paid time off, sick leave, and 11 paid holidays.
- Company-paid life and disability insurance.
- Health Savings Account with a company contribution, plus Flexible Spending Account options.
- Opportunity to work on a small, focused team with room to build and contribute.
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