Remote Technical Support Specialist

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.