LoadSpring Solutions ยท 22 hours ago
Technical Support Specialist
United States
Full-time
Onsite
Entry, Mid Level
$60K/yr - $70K/yr
2+ years expLoadSpring Solutions is expanding into the world of predictive transformation with their LoadSpring Cloud Platform. They are seeking a Technical Support Specialist to provide exceptional customer support by troubleshooting and resolving issues related to business applications, networking, and hardware.
Information Technology & Services
Responsibilities
Field support calls, chat, email, and/or other communication from users with inquiries regarding hosted software, connectivity, printing, and similar concerns
Work with customers to reproduce, investigate, and resolve challenges with computer software and hardware
Guide customers through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
Identify and troubleshoot application alerts presented from the company monitoring software
Handle escalated cases and internal escalations from tier 1 support reps
Collaborate with internal staff and 3rd party vendors to research and drive to resolution to customer challenges
Identify reoccurring case generation issues and work with internal and external teams to identify and implement permanent fixes
Help to create and maintain a culture of continuous improvement within the support and broader organization
Create Knowledge base articles to record and document technical processes and troubleshooting guidelines for fixes to common customer challenges
Maintain up-to-date case documentation of all actions taken for and with customers, including customer communications within the relevant case file
Demonstrate excellent verbal and written communication skills with customers and internal team members
Effectively complete training within the timeframe required by the business
Maintain current knowledge of technological innovations and trends
Follow Change Management processes to implement configuration changes
Follow Problem Management processes to troubleshoot and resolve recurring issues
Participate in the on-call rotation to ensure 24 x 7 support of IT operations
Act as a mentor to more Jr. staff within the support team, providing guidance, training, and knowledge sharing
Qualification
Required
2-4 years of experience in IT customer support, with a strong focus on applications
Experience with Windows Operating systems, including Server 2016 & 2019
Experience with installation and configuration of hardware and software
Intermediate to Advanced troubleshooting knowledge of application infrastructure
Ability to handle escalated issues, troubleshoot 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
Ability to work fully remote Monday- Friday within Eastern time zone working hours AND an on-call rotation of at least 6 weekends and a minimum of 2 holidays per year
Preferred
Prefer experience with applications such as Primavera, Autodesk, ESRI or equivalent tools
Knowledge of construction project management processes and procedures a plus
Benefits
Health
Dental
Vision
Life
Disability
401k with a match
Company
LoadSpring Solutions
For 25 years, LoadSpring Solutions has been at the forefront of transforming capital-intensive projects worldwide, supporting over $1 trillion in project value and serving more than 100,000 users across 6,000 organizations.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Jim Smith
Co-Founder, Executive Vice President, Cloud Solutions
Tony Maciel
Co-Founder, VP - Customer Strategy
Company data provided by crunchbase