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Job 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.


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