Provides first-line technical support for users by responding to tickets, diagnosing basic hardware and software issues, documenting troubleshooting, escalating complex incidents, assisting with employee device setup, monitoring alerts, and maintaining customer satisfaction and security compliance. The role requires strong communication, problem-solving skills, familiarity with Windows, macOS, and Linux, and availability for shifts including nights, weekends, and holidays.
This is a remote position.
Location: Currently remote, will transition to onsite in future
We 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.
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.
- 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.
- AWS Certified Cloud Practitioner certification is preferred
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What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
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- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
