Aspire Software is looking for a Customer Support Representative to join our team in Lebanon.
Here is a little window into our company: Aspire Software operates and manages 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.
Job Overview
You will be responsible for assisting customers with technical and operational inquiries, managing support tickets through Jira Service Desk, and providing backup support for training and customer retention activities. This role requires a combination of technical aptitude, problem solving skills, and a customer-first mindset.
Key Responsibilities:
- Learn and maintain a deep understanding of the Hyper-Reach notification system, including its features, functions, and configurations.
- Respond promptly and professionally to client questions via email, phone, or ticketing system.
- Handle difficult or escalated customer situations with empathy, professionalism, and sound judgment.
- Manage, track, and resolve client issues in Jira Service Desk, ensuring accurate documentation of all interactions.
- Collaborate with internal teams (Engineering, Product, and Customer Support team) to ensure timely resolution of client issues.
- Learn and follow all company policies, procedures, and security protocols related to customer support and data handling.
- Serve as a backup resource for training activities: assisting in onboarding new clients and delivering system usage guidance when required.
- Serve as a backup resource for customer retention activities: proactively reaching out to clients to discover and assist with any open issues.
- Identify recurring issues and provide feedback to improve documentation, training materials, or product functionality
