{"id":3009576,"url":"https://alion.io/job/spektra-systems-customer-success-specialist","title":"Customer Success Specialist","company":{"id":3189462,"name":"Spektra Systems","domain":"spektrasystems.com","url":"https://alion.io/company/spektrasystems","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":true},{"name":"Windows","optional":true}],"status":"closed","first_seen_at":"2026-10-21T15:00:55Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-03T15:22:14Z","board_verified":false,"closed_at":"2026-11-03T15:22:14Z","days_open":13,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":13},"description":"This is a remote position.\nLocation: Currently remote, will transition to onsite in future\nWe 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.\nKey Responsibilities:\n\nSLA Management:\nRespond to incoming support requests via email, or ticketing system, ensuring all incidents are logged and tracked appropriately.\nFollow the SLA Process and Diagnose and resolve basic issues, providing step-by-step assistance to users.\nEscalate unresolved issues to L2/L3 support teams with detailed documentation and troubleshooting steps already taken.\nCustomer Service:\nMaintain a high level of customer satisfaction by providing clear communication, regular updates, and timely resolutions.\nAssist in the setup, configuration, and deployment of hardware and software for new and existing employees.\nRegularly monitor system performance and alerts, and take preventive measures to avoid potential issues.\nEnsure compliance with company policies, procedures, and security protocols at all times.\nRequirements\nPrevious experience in a customer service or technical support role is highly desirable.\nUnderstanding of computer hardware, software, Familiarity with common operating systems (Windows, Mac OS, Linux).\nExcellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.\nStrong analytical and problem-solving skills with a keen attention to detail.\nA strong commitment to providing exceptional customer service and a positive user experience.\nAbility to work effectively both independently and as part of a team.\nWillingness to work in shifts, including nights, weekends, and holidays, as 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