Customer Support Specialist - WSTE

About this role

Aspire Software is looking for a Customer Support Specialist 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.

• Answering Client support issues and working with clients via phone, connected session, and email.

• Troubleshooting: Analyzing bugs, resolving problems, and providing root cause analysis for errors

• Documentation and follow up: Recording issues using designated software tools, completing next steps, and following through resolutions.

• Communication: Providing technical expertise with Clients and being an excellent communicator, both written and verbal

• Collaboration: Building rapport and working with clients and others to engage clients. Interaction with: Quality Assurance, Development, Account management, other team members, and management

• Proactive improvements: Identifying and resolving potential issues before they become critical, and proposing improvements to enhance team effectiveness

• Building SQL queries for data analysis

• Helping write and optimize in-application SQL statements and queries

• Using data, generating and interpreting results to most accurately and quickly resolve issues

• Controlling data quality and providing remedial actions

• Assisting in the management of product provisioning, installation, and maintenance internally and with Clients

• Working with Clients to create, program, deploy, and test Client documents within the software application

• Preparing documentation and writing articles to publish in the client facing Knowledge Base

• Handling common database procedures such as upgrade, backup, recovery, and migration

• Performing application and database testing

• Becoming expert in the configuration and use of WeSuite software and supporting tools and systems
Requirements

• 3 years plus direct enterprise software application customer support

• Troubleshooting and resolution of issues

• SQL Server and database management

• Writing SQL queries

• Microsoft Windows environment

• Crystal Reports

• Use of Zendesk

• Skillsets Required:

• SQL Server and database management

• SQL queries

• Excellent communication skills both written and verbal

• Data interpretation

• Zendesk experience a plus