Remote L1 Support & 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

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.