At a Glance
- Tasks: Troubleshoot and resolve technical issues for customers using innovative software solutions.
- Company: Join LoadSpring, a leader in predictive transformation and cloud technology.
- Benefits: Enjoy remote work flexibility, health benefits, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values innovation and continuous improvement.
- Why this job: Make a real impact by helping top companies unlock the power of their data.
- Qualifications: 2-4 years in IT support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
LoadSpring is expanding beyond hosting into the world of predictive transformation. At LoadSpring, we bridge innovation and transformation with our LoadSpring Cloud Platform and the integrated data capabilities we provide through LoadSpring INSIGHTS. Our technology solutions provide a secure hosting platform to run the project and capital-intensive industries' most crucial project applications, delivering a reporting and analytical database of clean, accurate, relevant, and structured data.
LoadSpring’s innovative, tenacious, and driven professionals benefit from a unique working environment where our teams blend varying perspectives, experiences, and technologies to solve complex problems. In our value-filled environment, you’ll feel supported with workplace flexibility, commitment to health and wellness, and varied professional growth opportunities.
The Technical Support Specialist is responsible for troubleshooting and resolving issues across business applications, networking, and hardware by digging deep to find solutions, collaborating with third-party vendors, and ensuring every customer interaction ends with confidence and satisfaction. Beyond troubleshooting, the Technical Support Specialist ensures every detail is captured, every task is prioritized, and every customer stays up and running.
What you'll do as a Technical Support Specialist:
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding hosted software, connectivity, printing, and similar concerns.
- Works with customers to reproduce, investigate, and resolve challenges with computer software, servers, apps, networking and hardware, while ensuring cases are in line with the current SLG’s.
- Guides customers through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
- Identifies and troubleshoots application alerts presented from the company monitoring software.
- Identifies and escalates complex or unresolved tickets to higher-tier support or the product team, ensuring prompt and precise resolution.
- Collaborates with internal staff and 3rd party vendors to research and drive to resolution customer challenges.
- Identifies recurring case generation issues and works with internal and external teams to identify and implement permanent fixes.
- Helps to create and maintain a culture of continuous improvement within the support and broader organization.
- Performs application QA's in support of new customer setups, upgrades or patching.
- Ensures that customer challenges are responded to, and information is shared with customers in line with our documented security policies.
- Verifies all change management processes are followed and documented as per the current guidelines.
Documentation:
- Creates Knowledge base articles to record and document fixes to common customer challenges.
- Maintains documentation of all steps taken and customer interactions in the relevant support cases.
- Demonstrates excellent verbal and written communication skills with customers and internal team.
Professional Development:
- Effectively completes training within the timeframe required by the business.
- Maintains current knowledge of technological innovations and trends.
Process:
- Follows Change Management processes to implement configuration changes.
- Follows Problem Management processes to troubleshoot and resolve recurring issues.
- Participates in the on-call rotation to ensure 24 x 7 support of IT operations.
Mentoring:
- Acts as a mentor to more junior staff within the support team, providing guidance, training, and knowledge sharing.
Requirements:
- 2-4 years of experience in IT customer support, with a strong focus on applications.
- Prefer experience with applications such as Primavera, Autodesk, ESRI or equivalent tools.
- Experience with Windows Operating systems, including Server 2016 & 2019.
- Knowledge of construction project management processes and procedures a plus.
- Proficient with installation and configuration of hardware and software.
- Intermediate knowledge of troubleshooting application infrastructure.
- Ability to handle case escalations, troubleshooting error messages and implement fixes, identifying relevant escalation paths if unable to resolve.
- Ability to explain technical issues to technical and non-technical employees and customers.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Attention to detail and a commitment to quality.
- Strong analytical and problem-solving skills.
- Bachelor’s degree in Computer Science or related field preferred.
- Ability to work fully remote Monday-Friday AND a weekend on-call rotation of at least once every 4 weeks.
Remote Technical Support Specialist in London employer: LoadSpring Solutions
LoadSpring is an exceptional employer that fosters a collaborative and innovative work culture, allowing Technical Support Specialists to thrive in a fully remote environment within the UK. With a strong commitment to employee wellness, flexible working arrangements, and ample opportunities for professional growth, LoadSpring empowers its team members to tackle complex challenges while supporting top companies globally in unlocking the potential of their data.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Technical Support Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LoadSpring Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LoadSpring Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Technical Support Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LoadSpring Solutions:Your cover letter is your chance to shine! Tell us why you want to work at LoadSpring Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LoadSpring Solutions!
How to prepare for a job interview at LoadSpring Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
