Customer Support Specialist

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.

About the Role:

The CSR will be responsible for providing clients with industry leading support to our customers in the car rental. A successful candidate must be able to assess and diagnose client issues, train customers on products as well as effectively articulate solutions to clients via telephone, e-mail and online meetings. 

Requirements

What Your Day Will Look Like

• Respond to customer inquiries through phone calls and emails, addressing questions about our software, troubleshooting issues, and guiding them through new features
• Provide clear, concise, and effective solutions in a timely manner.
• From the moment a customer reaches out, you’ll take full ownership of their case. You’ll ensure every interaction is documented thoroughly in our ticketing system and that the customer knows they can count on you until their issue is fully resolved.
• You’ll manage a queue of support tickets, prioritizing cases based on urgency and impact on the customer’s business. Whether it’s a quick fix or a more complex issue requiring collaboration with other departments, you’ll maintain a sense of urgency to drive resolutions forward.
• Update customers on the status of their cases, providing regular progress reports and ensuring they’re informed every step of the way. Clear and consistent communication is key to building trust and maintaining strong customer relationships.
• Collaborate with other departments, such as sales and development, to address client needs and improve service offerings.
• Document solutions in detail, contributing to our internal knowledge base and customer FAQs.
• Share insights and feedback from customer interactions with the team to help identify trends, common issues, and opportunities for enhancing our software and support processes. Throughout your day, your focus will be on delivering fast, effective, and empathetic support, ensuring our customers feel valued and confident in using our solutions.

Qualifications & Experience

• High school diploma required. A post-secondary diploma or degree in business or technology, or an equivalent combination of education and work experience, is preferred.
• Proven experience in a client service or customer support role.
• Writes and speaks English clearly with excellent grammar and spelling, in style appropriate for business communication.
• Strong problem-solving abilities and the ability to handle difficult client situations with tact and diplomacy.
• Ability to pick up new concepts easily with initiative to learn and self-motivate.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively

Schedule A / Responsibilities

• Respond to customer inquiries through phone calls and emails, addressing questions about our software, troubleshooting issues, and guiding them through new features.
• Provide clear, concise, and effective solutions in a timely manner.
• Ensure every interaction is documented thoroughly in our ticketing system.
• Manage a queue of support tickets, prioritizing cases based on urgency and impact on the customer’s business.
• Maintain a sense of urgency to provide timely resolutions to customers.
• Update customers on the status of their cases, providing regular progress reports and ensuring they’re informed every step of the way.
• Collaborate with other departments, such as sales and development, to address client needs and improve service offerings.
• Document solutions in detail, contributing to our internal knowledge base and customer FAQs.
• Share insights and feedback from customer interactions with the team to help identify trends, common issues, and opportunities for enhancing our software and support processes.