Technical Support Specialist

🕒 May 1

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LoadSpring Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

SaaS • Artificial Intelligence • Enterprise

LoadSpring Solutions is a leading provider of digital transformation solutions for project and capital-intensive organizations. Specializing in cloud platform services, LoadSpring offers a comprehensive suite of tools designed to help businesses unlock the potential of artificial intelligence and machine learning. Their offerings include LoadSpring Cloud Platform, Data Diagnostics, Global Integrator, and Talk-to-Your-Data, which empower companies to optimize processes and drive innovation. With expertise across various industries like engineering, construction, energy, and telecommunications, LoadSpring is recognized for its strategic partnerships and commitment to enhancing operational efficiency and data management capabilities.

📋 Description

• 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. • 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. • Effectively completes training within the timeframe required by the business. • Maintains current knowledge of technological innovations and trends.

🎯 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 and a minimum of 3 bank holidays per year.

🏖️ Benefits

• An entrepreneurial culture where individuals are empowered, leadership is approachable, and your ideas are truly valued and actioned. • A workplace where senior leaders act as partners—encouraging innovation and supporting your professional growth. • A team that shares a passion for cloud technology, digital transformation, and delivering outstanding customer service. • A highly collaborative environment where everyone feels connected and involved—regardless of where you’re based. • Plus, a comprehensive benefits package, including private healthcare, dental and vision cover, life insurance, pension contributions, and more.