Customer Success Specialist

Spektra Systems; United States; Remote; USD 21,000 - 39,000; Full time

Job summary

Spektra Systems LLC in the United States is seeking a Customer Success Specialist to be the first contact for users facing L1 issues. You will diagnose basic problems, provide timely support, and escalate more complex cases to higher-level teams as needed.

The role emphasizes clear communication, thorough documentation, and collaboration with IT and security teams to keep systems running smoothly. Remote-first with future onsite transition, including night and weekend shifts as required.

Qualifications

• Previous experience in a customer service or technical support role is highly desirable.
• Understanding of computer hardware and software.
• Familiarity with Windows, Mac OS, and Linux.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to work independently and as part of a team.

Responsibilities

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

Skills

Customer service experience

Technical support

Windows OS

Mac OS

Linux

Written and verbal communication

Analytical thinking

Team player

Willingness to work nights/weekends

Job description

Spektra Systems LLC | Experienced professionals

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