[Hiring] Technical Support Specialist @LoadSpring Solutions

Role Description

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.

This is a fully remote position located in the United States.

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 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 Jr. staff within the support team, providing guidance, training, and knowledge sharing.

Qualifications

• 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.
• Ability to work fully remote Monday-Friday PST hours AND a weekend on-call rotation of at least once every 6 weeks and a minimum of 2 holidays per year.
• Bachelor’s degree in Computer Science or related field preferred.

Benefits

• An entrepreneurial culture where employees are empowered, leadership is open, and your ideas are executed.
• A spot where executives are your partners who encourage innovation and your growth.
• An entire company passionate about our cloud, technology, and top-notch customer service.
• A place where collaboration is highly valuable and all our employees feel like they sit in the office!
• Health, Dental, Vision, Life, Disability, 401k with a match, and more!

Company Description

LoadSpring Solutions Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

U.S. Citizenship or Lawful Permanent Residence status may be required for certain positions. For positions requiring U.S. Citizenship or Lawful Permanent Resident status, verification of such status will be required upon accepting employment.

Please be aware that fraudulent individuals and organizations may post fake job advertisements using our company's name or logo. We take these matters seriously and are committed to preventing fraudulent activity. To ensure your safety, please always verify the legitimacy of job postings and emails originating solely from the loadspring.com domain, recruiting.paylocity.com domain, or from the email address [email protected]. We do not request personal information or payment for job applications, interviews, or employment offers. If you suspect a job posting or email to be fraudulent, please report it to [email protected]. Thank you for your vigilance and cooperation.