At a Glance
- Tasks: Troubleshoot and resolve tech issues while providing top-notch customer support.
- Company: Join LoadSpring, a leader in innovative tech solutions with a supportive culture.
- Benefits: Enjoy remote work, flexible hours, health benefits, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values continuous improvement and mentorship.
- Why this job: Make a real impact by helping global companies unlock their data potential.
- Qualifications: 2-4 years in IT support, experience with applications like Primavera or Autodesk preferred.
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.
Remote Technical Support Specialist in Southampton employer: LoadSpring Solutions
At LoadSpring, we pride ourselves on being an exceptional employer that champions innovation and collaboration in a fully remote environment. Our commitment to employee well-being is reflected in our flexible work culture, comprehensive health initiatives, and abundant opportunities for professional growth, allowing you to thrive while helping top companies unlock the power of their data. Join us and be part of a dynamic team where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Technical Support Specialist in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms and let them know you're on the hunt for a Technical Support Specialist role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews by practising common technical support scenarios. Think about how you'd troubleshoot specific issues and be ready to demonstrate your problem-solving skills. We want to see that you can think on your feet!
✨Tip Number 3
Show off your passion for technology! During interviews, share your experiences with relevant tools like Primavera or Autodesk. Let us know how you've tackled challenges in the past and what you've learned from them.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at LoadSpring!
We think you need these skills to ace Remote Technical Support Specialist in Southampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Technical Support Specialist role. Highlight your experience with IT customer support and any relevant applications like Primavera or Autodesk. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're excited about the role and how you can contribute to our team. Be sure to mention your troubleshooting skills and any experience with customer interactions.
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, make sure to demonstrate your excellent verbal and written communication skills in your application. We love candidates who can clearly convey complex information!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at LoadSpring Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around the applications mentioned in the job description like Primavera and Autodesk. Be ready to discuss your experience with these tools and how you've used them to solve customer issues in the past.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of how you've troubleshot and resolved technical issues. Think of a few challenging situations you've faced and how you approached them, as this will demonstrate your ability to dig deep for solutions.
✨Communication is Key
Since you'll be interacting with customers regularly, practice explaining complex technical concepts in simple terms. You might even want to role-play some common support scenarios with a friend to get comfortable with your communication style.
✨Emphasise Continuous Improvement
LoadSpring values a culture of continuous improvement, so be prepared to discuss how you've contributed to this in previous roles. Whether it's creating knowledge base articles or mentoring junior staff, show that you're proactive about enhancing processes and sharing knowledge.
