Remote L1 Tech Support Specialist – Customer Success

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 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.