Offer summary

Qualifications:

Bachelor's degree in computer science, Information Technology, or a related field., Cloud certification (Azure or AWS) is required., 1-3 years of experience in customer success or technical support within a SaaS company., Strong communication skills and basic to intermediate SQL proficiency..

Key responsabilities:

Respond to customer inquiries and troubleshoot technical issues via email or ticketing system.

Maintain high customer satisfaction through proactive communication and timely resolutions.

Collaborate with engineering and support teams to enhance customer experience and streamline issue resolution.

Monitor system performance and contribute to knowledge base documentation.

Job description

This is a remote position.

Spektra Systems is seeking a Customer Success Associate to provide exceptional support to our SaaSify clients in a 24/7 support environment. As the first point of contact, you will play a crucial role in diagnosing and resolving issues, ensuring customer satisfaction, and escalating complex cases as needed.

This role requires strong problem-solving skills, cross-team collaboration, and a focus on process improvement. You will work closely with engineering, technical support, and customer success teams to enhance the overall customer experience and drive operational efficiency.

Key Responsibilities:

SLA Management & Technical Support:

Respond to customer inquiries via email or ticketing system, ensuring timely resolution and proper documentation.
Diagnose and troubleshoot basic technical issues, providing clear, step-by-step guidance to users.
Escalate unresolved cases to L2/L3 support teams, ensuring proper documentation of troubleshooting steps.
Collaborate with developers, administrators, and stakeholders to meet project goals and deliver high-quality solutions.

Customer Success & Service:

Maintain a high level of customer satisfaction through proactive communication, regular updates, and timely resolutions.
Assist customers with setup, configuration, and deployment of SaaSify solutions.
Monitor system performance and proactively address potential issues before they escalate.
Maintain accurate records of customer interactions, prepare reports, and contribute to knowledge base documentation.

Collaboration & Continuous Improvement:

Work closely with engineering and technical support teams to streamline issue resolution and enhance customer experience.
Analyze existing processes, identify areas for improvement, and propose effective solutions.
Stay up to date with emerging technologies, cloud computing trends, and SaaS best practices.

Requirements

Bachelor's degree in computer science, Information Technology, or a related field.
Cloud certification (Azure or AWS) is required.
Basic to intermediate SQL proficiency is essential.
Availability to work in a 24/7 rotational shift, with a primary focus on the PST time zone
1-3 years of experience in customer success, technical support, or a related role within a SaaS company.
Strong communication and interpersonal skills to build and maintain customer relationships.
Experience using CRM tools (e.g., Salesforce, HubSpot, Zendesk) and other SaaS platforms.
Ability to collaborate effectively with engineering and support teams for seamless issue resolution.
Basic understanding of SaaS products, cloud applications, and APIs (preferred).
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Strong analytical and problem-solving skills with keen attention to detail.
Willingness to work in shifts, including nights, weekends, and holidays, as required.