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