Spektra Systems is an innovation leader in cloud computing products and services. Our mission is to enable people and businesses to achieve more with the help of effective technological solutions. Our four revolutionizing products are designed to help Cloud partners run and grow their businesses efficiently. a) CSP Control Center (www.cspcontrolcenter.com) Automating CSP business. Enabling growth. C3 streamlines the entire business & technical lifecycle for Microsoft CSP partners. The platform provides an effortless self-service experience that scales productivity and business development. b) CloudLabs (https://cloudlabs.ai/) Transforming virtual learning through immersive technology. CloudLabs is a self-service, end-to-end learning experience platform that delivers Microsoft Azure hands-on workshops at scale. Designed for training providers, ISV’s and system integrators, Cloudlabs has transformed the way cloud workshops and demonstrations are conducted. c) SaaSify (https://saasify.ai/) Helping ISVs and SaaS companies grow their business. SaaSify is a one-of-its-kind solution built to simplify, streamline and accelerate revenue growth on cloud marketplaces. The platform enables companies to optimize, list, sell and manage their software offerings — cost-effectively. d) Spektra Academy (https://spektraacademy.com/) Empowering individual learners through hands-on lab training and certification. Along with advanced solutions, we offer end-to-end services comprising advisory and consulting, product customization, and managed services. We’re headquartered in Seattle, the United States with offices in Canada, India, and Mexico and clients worldwide. Check us out at www.spektrasystems.com

Job description

This is a remote position.

We are seeking a dedicated and customer focused L1 Support 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.
Basic 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.