Technical Customer Support Specialist

About the role

Aspire Software is seeking a Technical Customer Support Specialist to join its hospitality software team in Lebanon. You will be the first point of contact for hotels experiencing issues with their property management system, helping them resolve problems quickly and keep operations running smoothly.

Key responsibilities

• Monitor and manage tickets from a shared support queue, prioritising by severity, impact and age.
• Provide assistance via phone, email and chat, adapting communication style to the situation.
• Answer product and workflow questions, guide users through configuration and identify underlying issues.
• Review and correct AI‑generated ticket classifications and drafted responses.
• Document escalations with sufficient evidence for seamless hand‑over.

Required profile

• Experience in technical customer support, preferably in hospitality or SaaS environments.
• Strong problem‑solving skills with the ability to diagnose data, configuration, permission or integration issues.
• Excellent communication skills and the capacity to work under pressure during urgent incidents.
• Ability to collaborate with a team focused on shared service goals.

Required skills

• Ticketing system usage
• AI‑assisted support tools