Technical Support Specialist Jobs | LoadSpring Solutions Jobs United States
LoadSpring Solutions
Technical Support Specialist Jobs | LoadSpring Solutions Jobs United States
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About The Job
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.
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!
About the Technical Support Specialist position:
We are seeking a highly skilled Technical Support Specialist to join our customer-facing technical support team. As a Technical Support Specialist, you will be responsible for analyzing, troubleshooting, and resolving problems for customers with business applications, networking, and hardware. Accurately document all work in appropriate problem-tracking software. Prioritize tasks based on service-level agreement criteria. This includes working with 3rd party vendors to drive resolutions to customer challenges.
What you’ll do as a Technical Support Specialist:
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 construction project management processes and procedures a plus.
- 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 Monday- Friday within Eastern Time zone hours and an on-call rotation of at least 6 weekends and up to 2 holidays per year.
- United States Citizenship or Legal United States Permanent Resident status.
World-Class Benefits
We are proud of our high-energy and all-around fun working environment. Our team loves to come to work, loves to learn, and loves to win. We offer the following perks to keep you happy, healthy, and engaged at work.
- 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!
- As well as the usual benefits: Health, Dental, Vision, Life, Disability, 401k with a match, and more!
EEO
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.
To apply for this job please visit ebilos.com.
Perks & Benefits:
When considering job perks and benefits, there are several common categories that many companies offer to attract and retain employees. Here’s a comprehensive list:
Health and Wellness
- Health Insurance: Medical, dental, and vision coverage.
- Mental Health Support: Access to counseling services, mental health days.
- Fitness Programs: Gym memberships, onsite fitness centers, or wellness programs.
- Health Screenings: Regular health check-ups and screenings.
- Ergonomic Support: Ergonomic workstations and equipment.
Financial Benefits
- Retirement Plans: 401(k) plans, pensions, or other retirement savings options with company matching.
- Bonuses: Performance-based bonuses, signing bonuses.
- Stock Options/Equity: Company shares or stock options.
- Tuition Reimbursement: Financial support for further education or certifications.
- Financial Planning Services: Access to financial advisors.
Work-Life Balance
- Paid Time Off (PTO): Vacation days, personal days, and holidays.
- Parental Leave: Maternity, paternity, and adoption leave.
- Flexible Working Hours: Flex time or flexible work schedules.
- Remote Work Options: Opportunities to work from home or remotely.
- Sabbatical: Extended leave for personal growth or study.
Career Development
- Training and Development: Workshops, courses, and training programs.
- Mentorship Programs: Pairing with more experienced colleagues for guidance.
- Career Pathing: Clear advancement opportunities and career path planning.
- Professional Memberships: Subscriptions to industry journals or memberships in professional organizations.
- Conference Attendance: Opportunities to attend industry conferences and events.
Office Perks
- Free Meals and Snacks: Complimentary breakfast, lunch, or snacks.
- Recreational Activities: Game rooms, nap rooms, or social spaces.
- Office Events: Team-building activities, parties, and outings.
- Onsite Services: Dry cleaning, car washes, or massage therapy.
- Pet-Friendly Office: Allowing pets in the workplace.
Additional Benefits
- Employee Discounts: Discounts on company products or services.
- Commuter Benefits: Subsidized transportation or parking.
- Volunteer Time Off: Paid time off for volunteering and community service.
- Diversity and Inclusion Programs: Initiatives to support a diverse and inclusive workplace.
- Relocation Assistance: Financial and logistical support for relocating employees.
Unique Perks
- Childcare Support: Onsite childcare or childcare subsidies.
- Loan Repayment Assistance: Help with student loan repayment.
- Tech Allowances: Stipends for home office equipment or personal tech.
- Travel Opportunities: Opportunities to travel for work or leisure.
- Wellness Retreats: Organized retreats focused on employee wellness.
These perks and benefits can significantly enhance job satisfaction and employee retention, contributing to a positive work environment and a motivated workforce.
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