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.