Remote Help Desk Specialist

Summary

Join Our Team: If you are a creative and passionate professional ready to lead and inspire, we invite you to submit your resume and compensation requirements. Join us in our journey to innovate and make a difference.

Requirements

• 3+ years supporting enterprise-level software solutions (PDM, PLM, or similar)
• Strong understanding of CAD and engineering processes, with proficiency in MS SQL (Oracle is a plus)
• Exceptional written and verbal communication skills, with the ability to remain calm and provide clear guidance under pressure
• Ability to quickly establish rapport with customers and internal teams, fostering long-term trust
• Strong problem-solving skills with a customer-first approach
• Background in IT or technical support is highly advantageous

Responsibilities

• Serve as the primary contact for Adept helpdesk tickets, addressing and resolving technical issues
• Manage ticket status and ensure updates in Salesforce and defect-tracking databases
• Escalate complex or unresolved issues to ensure customer satisfaction
• Achieve customer satisfaction through prompt, professional communication and service quality
• Attend team meetings and contribute to ongoing improvements in team performance
• Maintain a positive and collaborative working environment
• Participate in alpha and beta testing of new Adept software versions
• Log defects into appropriate bug databases and work closely with development teams to resolve issues
• Set up virtual environments to replicate customer issues for deeper diagnostics, including restoring SQL databases, installing and configuring Adept products, and installing and binding SSL Certificates
• Draft white papers, technical bulletins, and knowledge base articles for customer self-help
• Review and suggest updates to existing documentation to ensure accuracy

Benefits

• Competitive wage and benefits package
• Health and life insurance
• 401(k) with company match
• 13 paid holidays
• Generous vacation time