LoadSpring Solutions · 1 day ago
Technical Support Specialist
United States
Full-time
Remote
Mid Level
£35K/yr - £40K/yr
4+ years expLoadSpring Solutions is expanding into the world of predictive transformation with their LoadSpring Cloud Platform. The Technical Support Specialist is responsible for troubleshooting and resolving issues across business applications, networking, and hardware, ensuring customer satisfaction and maintaining documentation of interactions.
Information Technology & Services
Responsibilities
Fields support calls, email, and/or other communication from users with inquiries regarding hosted software, connectivity, printing, and similar concerns
Works with customers to diagnose, reproduce, investigate, and resolve issues using structured troubleshooting processes across software, servers, applications, and networking, leveraging diagnostic and monitoring tools to identify and resolve application alerts, while ensuring cases align with current SLGs
Resolves complex, higher-level cases and escalations, supports Tier 2 engineers through training and guidance, and partners with internal teams and third-party vendors to resolve complex customer issues
Identifies recurring case generation and customer performance issues, collaborating with internal teams and external partners to identify root causes and implement long-term corrective actions
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 taken 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
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
Acts as a mentor within the support team, providing guidance, training, and knowledge sharing
Qualification
Required
4-6 years of experience in IT customer support, with a strong focus on applications
Experience with applications such as Primavera, Autodesk, ESRI or equivalent tools
Experience with Windows Operating systems, including Server 2016 & 2019
Expert with installation and configuration of hardware and software
Advanced 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
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
Preferred
Knowledge of construction project management processes and procedures a plus
Bachelor's degree in computer science or related field preferred
Benefits
Private healthcare
Dental and vision cover
Life insurance
Pension contributions
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.
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