Customer Support Representative - CS

Aspire Software is looking for a Customer Support Representative 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.

Role Overview

We’re looking for an experienced individual who is able to provide in-depth support over the phone, to respond to and manage support tickets, and to adapt quickly to various information systems. Responsibilities will include working alongside team members to provide customer service, the handling of billing information, and communication with the development team to solve problems.

Responsibilities

• Answering Support Calls Follow a simple script and set of procedures for handling support requests.
• Learn how to answer technical questions related to the software, and manage customer expectations.
• Manage Support Tickets Manage the flow of support tickets.
• Proactively respond to and keep the customer informed regarding their requests.
• Provide answers and solutions to customer requests or assign tickets to the appropriate team members.
• Take responsibility for getting the best support possible for our customers - keep track of and follow up with ticket assignments to ensure requests are resolved in a timely manner.
• Maintain Customer Billing Understand billing system, customer accounts, subscriptions, and coupons.
• Assist customers with changing monthly subscription or updating payment method on file.
• Contact customers with past due balances in order to collect payment.

Customer Advocacy

• Make sure our customers are heard and get the support they need to be successful.
• Engage customers with empathy and try to see things from their perspective.
• Learn about the industry and what works for customers so you can offer insightful real-world solutions.
• Improve the Process Document frequently asked questions and solutions to unique scenarios.
• Identify any inadequacies in the support process, and document or design new policies, procedures, training.
• Develop solutions and strategies to improve customer satisfaction through documentation, training, feature requests, bug fixes

• Basic phone etiquette, good listener, good written communicator, an aptitude for software troubleshooting and technical understanding are basic requirements for the position.
• Demonstrated ability to effectively leverage AI-powered tools to enhance productivity, strategic insight, and/or customer engagement.
• Strong preference will be given to candidates with previous tech support, retail sales, daily retail operations, or customer service experience.
• Previous software support or software development experience is also a plus but not required.
• Bilingual in Spanish or French is a plus.