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Application Support Engineer - Aspire LABS
Beirut, Lebanon
On-site
Full-Time
Customer Service
Job Openings > Application Support Engineer - Aspire LABS
Aspire LABS is looking to hire extremely self-motivated Application Support Engineers with experience to join the Lebanon team!
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 Your Day Will Look Like:
- Logging timely and accurate logging of customer issues into the Call Management system
- Ability to produce clear descriptions of the reported issue and to document its resolution
- Ability to manage workload and prioritize
- Recognizing when a call is urgent and escalating accordingly
- Follow-up and update customer status and information
- Troubleshooting and Problem solving
- End user Support: Answering customers questions, Troubleshooting software errors, Troubleshooting data errors, Resolving issues with applications (application errors, data corruption, bad configuration), Helping customer IT to spec their servers and technical requirements
- Identifying where customers would benefit from additional training and support and work with the Support Manager and Account Management team to arrange for this to be provided
- Monitoring and reviewing volume of calls and tickets to ensure quality of service is met
About You:
- A technical school or university degree in Computer Engineering, Computer science, Business Administration or relevant customer skills related degrees
- Min years of experience: 3 years or above in similar field
- Proven experience in customer service or/and technical support
- Understanding of remote access tools, applications, and servers
- Proficiency with Microsoft software
- A keen interest in IT, software, and customer service
- The ability to adapt and work flexibly as part of a busy support team whilst remaining self-motivated in managing your own workload
- The ability to demonstrate an excellent customer service focus when dealing with customers
- Proficiency in English
- Excellent communication and customer skills.
- Ability to troubleshoot and problem-solving
- Cloud related basic knowledge
- Problem solving skills and troubleshooting skills
- Software testing or QA experience is advantageous
- Knowledge of customer service principles and practices
- Experience in providing support to a team remotely
- Awareness of SaaS
- Familiar with an ITSM system
- Technical awareness and ability to understand new software and services
- The candidate needs to be available for different time zone shifts.
- Legally authorized to work in Lebanon