Customer - Technical Support Specialist - InQ

About this role

Aspire Software is looking for a Customer-Technical 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.

Role Overview
As a Technical Customer Support Specialist, you are often the first person a hotel contacts when something in its property management system is not working—sometimes during check-in and with guests waiting.
You will help customers use our software effectively, answer “how-to” questions, diagnose technical problems, and resolve issues across a broad range of hospitality products and integrations. This includes explaining workflows, guiding users through configuration and operational tasks, reproducing reported problems, and determining whether an issue is related to data, configuration, permissions, an integration, or a software defect. You will resolve as much as possible during the initial interaction. When escalation is required, you will document the issue with enough evidence and context that the next person can continue the investigation without starting over.
Tickets are initially triaged and tagged through AI-assisted workflows. You will assess that triage, correct it when necessary, review drafted responses, and take over the conversation whenever a customer needs direct assistance from a person.
What You Will Do
Work the Shared Support Queue
Pull tickets from the team’s shared queue, prioritize your workload based on severity, customer impact, and ticket age, and take ownership of each issue through resolution. The team works toward shared service and open-ticket goals rather than relying only on individually assigned inboxes.
Support Customers Across Every Channel
Provide support through phone, email, and chat. Adjust your communication style to the situation, whether you are answering a straightforward software question or leading a live troubleshooting call with a hotel experiencing an urgent operational issue.
Answer Product and Workflow Questions
Help customers understand how to use the software in their day-to-day hotel operations. This includes explaining features, walking users through processes, helping with configuration, and identifying when a “how-to” question is actually the result of incorrect setup, missing permissions, or unexpected system behavior.
Work With AI-Assisted Support Tools
Review AI-generated classifications and drafted responses before relying on them as our answer. Correct intent, priority, sentiment, language, and product classifications when necessary, and suppress automated responses when they would be inappropriate, including security, legal, or previously escalated matters.
AI output is a starting point. You remain accountable for the accuracy of the response and for confirming that the customer’s issue has been resolved.
Diagnose Issues Across Our Product Portfolio

• Support roommaster Cloud, roommaster Anywhere, our browser-based PMS, Booking Engine and Channel Manager, roommaster Payments, Caretaker/Eventory and many more.

• Identifying the correct product, environment, database region, and affected workflow is often the first step in the diagnostic process.
Troubleshoot Integrations

• Investigate issues involving data moving between connected systems, such as:

• Availability not reaching an online travel agency

• Reservations not arriving in the PMS

• Rates or restrictions not updating

• Transactions missing from reports

• Third-party systems returning incomplete or unexpected data

• Use logs, audit trails, request and response data, and the behavior of both systems to determine where the handoff failed.
Support Card Payments and Terminals

• Assist with payment-terminal setup and connectivity, batch and settlement questions, refund, duplicate charges, tokenization, and processor-side issues. Understand what can be addressed within roommaster and when the issue must be escalated to another internal team.
Support Distribution and OTA Connectivity

• Troubleshoot room and rate mapping, availability and restriction updates, and connections with platforms such as Booking.com, Expedia, Agoda, and Airbnb.

• Recognize the operational impact of distribution issues. For example, a stalled availability update that could cause a hotel to oversell rooms requires a different response than a routine mapping question.

• Maintain Accurate Support Records

• Ensure each ticket contains the correct:

• Ticket form and classification
Customer organization and contact

• Product and product-automation fields
Priority and severity

• Problem-versus-question classification

• Troubleshooting notes and supporting evidence

• Contacts must be associated with the correct organization, and all required information must be completed before a ticket is resolved.

• Reduce Repeat Contact
When the same question or issue appears repeatedly, help turn the solution into a reusable macro, internal procedure, Help Center article, training opportunity, or product improvement request. Helping customers find answers more easily and preventing repeat issues are core parts of the role.
Participate in Our Global Support Schedule
Our customers operate across North America, EMEA, and APAC. Support follows a global, followthe-sun model, and this role participates in a shift rotation that includes weekend coverage.

Requirements

• At least one year of experience in technical support, application support, software support, or a comparable customer-facing technical role

• A structured diagnostic approach: reproduce the issue, isolate variables, form and test a hypothesis, and escalate with evidence

• Ability to distinguish among a product question, data issue,…