Job Description

Aspire Software is looking for an Junior Support Engineer 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

What your day will look like:

• Ensure Customer Satisfaction and Service Excellence

• Handle the most complex cases, whether self-assigned or escalated from junior engineers, to ensure prompt resolution and customer satisfaction.

• Keep clients informed of the status of their cases, providing updates and maintaining open lines of communication throughout the resolution process.

• Commit to having phone calls with clients in urgent cases, demonstrating a proactive approach to addressing customer needs.

Knowledge Sharing and Documentation

• Share expertise and knowledge of the technology supported by the department, as well as departmental processes and procedures, to ensure correct treatment and satisfaction of customers with the junior engineers.
• Create comprehensive documentation on problem-solving approaches encountered, contributing to the future efficiency and effectiveness of the department.
• Provide training to junior engineers on both company and third-party software, fostering their professional development and enhancing overall team capabilities.

Meeting Service Level Agreements (SLAs) and System Maintenance

• Ensure that shifts meet SLAs for response and resolution, maintaining high standards of service delivery.
• Assist junior engineers in resolving cases, providing guidance and support as needed to achieve timely and satisfactory outcomes.
• Perform system updates, prioritizing the most complex ones, to maintain system integrity andnfunctionality.

Client Engagement and Communication

• Hold meetings with clients to discuss both their cases and company initiatives, building strongnrelationships and ensuring alignment with client needs and expectations.
• Supervise communications with cases during shifts, not limited to those assigned, to ensurenconsistent and effective client engagement.
• Commit to occasional trips to clients or meetings at head offices.

Departmental Collaboration and Contribution

• Be available for internal departmental meetings on a daily basis to raise issues, offer ideas, and provide assistance as needed.

• Fulfil assigned guarding shifts, demonstrating commitment to departmental responsibilities and contributing to overall operational efficiency.

• Maintain knowledge of all products in the Media portfolio, staying informed about product features, updates, and developments.

Requirements

Technical Skills:

• Basic knowledge of the technologies and systems we support.
• Ability to quickly learn new technologies and procedures.

Communication Skills:

• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Ability to effectively identify and resolve basic technical issues. Ability to work under pressure and manage multiple tasks simultaneously.

Teamwork:

• Willingness to work in a collaborative environment and accept guidance from senior engineers.
• Proactive attitude and ability to work independently when necessary.

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