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- Tasks: Troubleshoot and resolve technical issues for customers using innovative software solutions.
- Company: Join LoadSpring, a forward-thinking tech company transforming data management.
- Benefits: Enjoy remote work flexibility, health benefits, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values diverse perspectives and continuous improvement.
- Why this job: Make a real impact by helping top companies unlock their data potential.
- 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. We are excited to invite you to apply for our Technical Support Specialist position and see how you can help top companies around the globe unlock the power of their data and position them to make the best strategic business decisions!
This is a fully remote position within the United Kingdom.
About the Technical Support Specialist position
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 taking 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 Jr. 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.
Technical Support Specialist in London employer: LoadSpring
Contact Detail:
LoadSpring Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist in London
✨Tip Number 1
Get to know the company inside out! Research LoadSpring's products and services, especially the LoadSpring Cloud Platform. This will help you tailor your conversations during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves resolving technical issues, brush up on common problems related to applications like Primavera or Autodesk. Being able to demonstrate your problem-solving abilities can really set you apart.
✨Tip Number 3
Network with current employees or others in the industry. Use platforms like LinkedIn to connect with people who work at LoadSpring or in similar roles. They might share insights about the company culture or even tips for the interview process.
✨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 proactive and serious about joining the LoadSpring team.
We think you need these skills to ace Technical Support Specialist in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Specialist role. Highlight relevant experience, especially in IT customer support and any specific applications mentioned in the job description. We want to see how your skills align with 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 passionate about this role and how you can contribute to our team. Be sure to mention your problem-solving skills and any experience with troubleshooting, as these are key for us.
Showcase Your Communication Skills: Since you'll be interacting with customers and internal teams, it's crucial to demonstrate your excellent communication skills. Whether it's in your CV or cover letter, make sure to highlight experiences where you've effectively communicated technical issues to both technical and non-technical audiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us that you’re keen on joining our innovative team at LoadSpring!
How to prepare for a job interview at LoadSpring
✨Know Your Tech Inside Out
Make sure you brush up on the specific applications and technologies mentioned in the job description, like Primavera and Autodesk. Being able to discuss your experience with these tools will show that you're not just familiar but also ready to hit the ground running.
✨Practice Problem-Solving Scenarios
Prepare for the interview by thinking through common technical issues you might encounter as a Technical Support Specialist. Be ready to walk the interviewer through your thought process on how you would troubleshoot and resolve these problems, demonstrating your analytical skills.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, practice explaining complex technical issues in simple terms. You might even want to role-play with a friend to ensure you can communicate effectively with both technical and non-technical audiences.
✨Highlight Your Team Spirit
LoadSpring values collaboration, so be prepared to share examples of how you've worked well in a team. Discuss any mentoring experiences or how you've contributed to a culture of continuous improvement, as this aligns perfectly with their company ethos.