Customer Support Specialist – Software Solutions

About the role

We are looking for a Customer Support Specialist to join Aspire Software’s team in Lebanon. The role focuses on delivering high‑quality technical assistance for our enterprise software products, ensuring client satisfaction and smooth operation.

Key responsibilities

• Respond to client support requests via phone, remote sessions, and email.
• Troubleshoot and resolve software bugs, providing root‑cause analysis.
• Document issues in the ticketing system, track resolutions and follow‑up.
• Communicate technical information clearly, both verbally and in writing.
• Collaborate with Quality Assurance, Development, Account Management and other teams.
• Identify proactive improvements and propose process enhancements.
• Write and optimise SQL queries for data analysis and in‑application reporting.
• Maintain data quality, perform database procedures such as backup, recovery, migration and upgrades.
• Assist with product provisioning, installation, configuration and testing.
• Create and publish knowledge‑base articles and client documentation.
• Become an expert user of the WeSuite software suite and related tools.

Required profile

• Minimum 3 years of enterprise software application customer support experience.
• Strong troubleshooting and problem‑resolution skills.
• Hands‑on experience with SQL Server, database management and writing SQL queries.
• Familiarity with Microsoft Windows environment and Crystal Reports.
• Experience with Zendesk or similar ticketing systems is a plus.

Required skills

• SQL Server
• SQL query writing
• Microsoft Windows
• Crystal Reports
• Zendesk (preferred)
• WeSuite software