The Role
Provides first-line technical support for users by responding to tickets, diagnosing basic hardware and software issues, documenting troubleshooting, escalating complex incidents, assisting with employee device setup, monitoring alerts, and maintaining customer satisfaction and security compliance. The role requires strong communication, problem-solving skills, familiarity with Windows, macOS, and Linux, and availability for shifts including nights, weekends, and holidays.
Summary Generated by Built In
This is a remote position.
Location: Currently remote, will transition to onsite in future
We are seeking a dedicated and customer focused Customer Success Specialist to join our support team. The ideal candidate will be the first point of contact for users experiencing any L1 issues. You will be responsible for diagnosing and resolving basic problems, providing timely and effective support, and escalating more complex issues to higher-level support as necessary.
Key Responsibilities:
SLA Management:
- Respond to incoming support requests via email, or ticketing system, ensuring all incidents are logged and tracked appropriately.
- Follow the SLA Process and Diagnose and resolve basic issues, providing step-by-step assistance to users.
- Escalate unresolved issues to L2/L3 support teams with detailed documentation and troubleshooting steps already taken.
Customer Service:
- Maintain a high level of customer satisfaction by providing clear communication, regular updates, and timely resolutions.
- Assist in the setup, configuration, and deployment of hardware and software for new and existing employees.
- Regularly monitor system performance and alerts, and take preventive measures to avoid potential issues.
- Ensure compliance with company policies, procedures, and security protocols at all times.
Requirements
- Previous experience in a customer service or technical support role is highly desirable.
- Understanding of computer hardware, software, Familiarity with common operating systems (Windows, Mac OS, Linux).
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills with a keen attention to detail.
- A strong commitment to providing exceptional customer service and a positive user experience.
- Ability to work effectively both independently and as part of a team.
- Willingness to work in shifts, including nights, weekends, and holidays, as required.
Skills Required
- Previous experience in a customer service or technical support role
- Understanding of computer hardware and software
- Familiarity with Windows, Mac OS, and Linux
- Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users
- Strong analytical and problem-solving skills with attention to detail
- Commitment to exceptional customer service and a positive user experience
- Ability to work independently and as part of a team
- Willingness to work shifts, including nights, weekends, and holidays
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The Company
What We Do
Spektra Systems is a global cloud solutions company dedicated to empowering technology businesses to scale through hyperscalers and enabling educational institutions to drive impactful upskilling. The company specializes in purpose-built cloud products, including CloudLabs, SaaSify, and CSP Control Center, to simplify cloud training, events, and Microsoft CSP billing and subscription management for global enterprises and institutions.
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