Description
Aspire Software is looking for a
Technical Support L1 to join our team in Lebanon.
Here is a little window into our company: Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.
What You Day Will Look Like
- Direct communication with clients to resolve immediate software issues.
- Managing ticket workload across several customers, escalating issues where appropriate
and providing resolution to issues
- Liaising with internal Customer Success Managers, Product Owner, Development Team,
Project Management, Implementation Team, whilst being involved in the management of major
incidents and performance reporting
- Troubleshooting issues in the product (application and data), database server, web server,
and networks, to minimize risk of disruptions
- Communicating and escalating critical service failures through the Senior Management
teams
- Ensuring reviews are fully documented and actions are raised and fulfilled
- Being involved in changes to the service operation tools, processes and working practices
- Assisting in defining and meeting SLA’s and service driven SLAs, as well as updates of the
service catalogue
- Assisting in building up the Knowledgebase
- Supporting updates to products and services in both staging and production (live) system
environments, in compliance with defined procedures.
Requirements
- Experience within Microsoft Windows OS
- Intermediate/Advanced knowledge of Microsoft Office products including Excel, Access, and SharePoint
- Experience reviewing and/or troubleshooting
- Networking experience (TCIPv4, TCPIPv6, Networking Protocols)
- Experience within the business of Car Rental Operations
- Experience with supporting a Point-of-Sale Software Application
- Excellent communication skills, a can-do attitude, and an attention to detail are required as well as the ability to analyze a problem and quickly resolve it