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Technical Support L1
Il y a 3 mois
Aspire Software is looking for a Technical Support L1 to join our team in Lebanon.
Here is a little window into our company: Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft's global portfolio of 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.
What You Day Will Look Like
Direct communication with clients to resolve immediate software issues. Managing ticket workload across several customers, escalating issues where appropriate
and providing resolution to issues
Liaising with internal Customer Success Managers, Product Owner, Development Team,
Project Management, Implementation Team, whilst being involved in the management of major
incidents and performance reporting
Troubleshooting issues in the product (application and data), database server, web server,
and networks, to minimize risk of disruptions
Communicating and escalating critical service failures through the Senior Management
teams
Ensuring reviews are fully documented and actions are raised and fulfilled Being involved in changes to the service operation tools, processes and working practices Assisting in defining and meeting SLA's and service driven SLAs, as well as updates of the
service catalogue
Assisting in building up the Knowledgebase Supporting updates to products and services in both staging and production (live) system
environments, in compliance with defined procedures.
Requirements
Experience within Microsoft Windows OS Intermediate/Advanced knowledge of Microsoft Office products including Excel, Access, and SharePoint Experience reviewing and/or troubleshooting Networking experience (TCIPv4, TCPIPv6, Networking Protocols) Experience within the business of Car Rental Operations Experience with supporting a Point-of-Sale Software Application Excellent communication skills, a can-do attitude, and an attention to detail are required as well as the ability to analyze a problem and quickly resolve it
