Customer Success Specialist (Technical Support)

Location: Remote initially, with a future transition to onsite work; rotational shifts including nights, weekends, and holidays may be required.

Company

Technology company providing hardware and software support services.

What you will do

• Respond to support requests through email and ticketing systems, ensuring incidents are logged and tracked.
• Follow SLA processes, diagnose and resolve basic L1 issues, and provide step-by-step assistance.
• Escalate unresolved issues to L2/L3 support with detailed documentation of troubleshooting steps.
• Provide clear communication, regular updates, and timely resolutions to maintain customer satisfaction.
• Assist with hardware and software setup, configuration, and deployment for new and existing employees.
• Monitor system performance and alerts, take preventive measures, and follow company security procedures.

Requirements

• 2–5 years of professional work experience.
• Experience in customer service or technical support is highly desirable.
• Understanding of computer hardware and software, with familiarity with Windows, Mac OS, and Linux.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills with close attention to detail.
• Commitment to exceptional customer service and a positive user experience.
• Ability to work effectively independently and as part of a team.
• Willingness to work rotational shifts, including nights, weekends, and holidays, as required.

Culture & Benefits

• Remote work initially, with a future transition to onsite work.
• Rotational shift schedule.
• Work involves supporting employees and users across hardware, software, and system operations.