Role overview

Qualifications

Basic understanding of computer hardware and software
Familiarity with common operating systems (Windows, Mac OS, Linux)
Excellent verbal and written communication skills
Strong analytical and problem-solving skills

Responsibilities

Respond to incoming support requests via email or ticketing system
Follow the SLA Process and diagnose and resolve basic issues
Escalate unresolved issues to L2/L3 support teams
Assist in the setup, configuration, and deployment of hardware and software

Key facts

Remote from: Andorra, Anywhere
Internships
Junior (1-2 years)
Customer Success Associate
10 - 10K yearly
English

Hard skills

Computer Hardware Windows Software Mac OS Linux

Other skills

Customer Service
Problem Solving
Microsoft Windows
Communication
Analytical Skills
Detail Oriented
Teamwork
Physical Flexibility

About the company

Spektra Systems

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

Company details

Company size201 - 500

Links

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Job description

This is a remote position.

Location: Currently remote but may transition to onsite in Future

We are seeking a dedicated and customer focused L1 Support specialist Intern 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

Qualifications:

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.

Stipend details:

During the training Period (3 months) - INR 10,000/- per month, purely subject to your performance and contribution. This decision of stipend eligibility lies with the concerned Department Head.

Month 4 – Full time offer or termination of Internship (based on performance and evaluation during the Internship period)

During the Intern period, we’ll be doing a monthly performance review and will be sharing feedback monthly. 

Upon completion of the internship period, solely depending upon performance and deliverables during the contract phase, we may be able to convert this into a full-time employment.

CTC Upon Conversion– Starting with 3.6L up to 5LPA will be offered based on performance and skills match as observed during the 3 months Internship program