Technical Support Specialist

Load Spring is expanding beyond hosting into the world of predictive transformation. At Load Spring, we bridge innovation and transformation with our Load Spring Cloud Platform and the integrated data capabilities we provide through Load Spring 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.

Load Spring’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 working in the Eastern time zone working hours.

Are you passionate about solving complex technical challenges and delivering exceptional customer experiences? We’re looking for a Technical Support Specialist to join our dynamic, customer-focused support team! In this role, you’ll be the go-to expert for troubleshooting and resolving issues across business applications, networking, and hardware. You’ll dig deep to find solutions, collaborate with third-party vendors, and ensure every customer interaction ends with confidence and satisfaction.

Beyond troubleshooting, you’ll make sure every detail is captured, every task is prioritized, and every customer stays up and running without a hitch.

Technical Customer Support

• 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.

Documentation

• 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.

Professional Development

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

Process

• 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.

Mentoring

• Act as a mentor to more Jr. staff within the support team, providing guidance, training, and knowledge sharing.

What you'll need to be a successful Technical Support Specialist

• 3-5 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…