Customer Success Specialist

Spektra Systems LLC; Redmond (WA); Remote; USD 50,000 - 90,000; Full time

Job summary

Spektra Systems LLC is seeking a Customer Success Specialist to join our support team in a remote role. You will be the first point of contact for users experiencing any L1 issues, diagnosing and resolving basic problems, providing timely assistance, and escalating complex cases to L2/L3 as needed.

The ideal candidate has strong communication skills, understands Windows, Mac OS, and Linux, and is comfortable working shifts including nights and weekends.

Qualifications

• Experience in a customer service or technical support role is desirable.
• Familiarity with Windows, Mac OS and Linux.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills with attention to detail.
• Commitment to providing exceptional customer service and user experience.
• Ability to work independently and in a team.
• Willingness to work in shifts including nights, weekends, and holidays.

Responsibilities

• Respond to support requests via email or ticketing system, ensuring incidents are logged and tracked.
• Diagnose and resolve basic issues and provide step-by-step guidance.
• Escalate unresolved issues to L2/L3 with clear documentation of troubleshooting steps.
• Maintain high customer satisfaction with clear communication and timely resolutions.
• Assist in setup, configuration, and deployment of hardware and software for employees.
• Monitor system performance and alerts and take preventive measures.
• Ensure compliance with company policies and security protocols.

Skills

Customer service

Technical support

Windows

Mac OS

Linux

Verbal communication

Written communication

Analytical thinking

Teamwork

Shift work

AWS Cloud Practitioner

Job description

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.
• AWS Certified Cloud Practitioner certification is preferred