Client Support Representative - Level 1 INQ

Aspire Software is looking for a Client Support Representative – Level 1 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.

Overview

The Client Support Representative will provide First level support of InnQuest products, facilitating case management and solutions. This position is crucial to high customer satisfaction among InnQuest clients.

Key Responsibilities

• Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.
• Manage proactive ready-for-business checks, identify and fix gaps, and respond promptly to failures.
• Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution.
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures.
• Liaise with external technology vendors to coordinate changes and resolve issues.
• Review, execute, and verify production changes in strict accordance with procedures defined in change documents.
• Take an active role in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete.
• Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies.
• Participate in off-hours pager rotation.

• Understanding of hotel front desk and back-office operations.
• Team player.
• Ability to pick up new concepts easily with an initiative to learn and self-motivated.
• Ability to multi-task effectively.
• Assertive and able to resolve client issues with tact and diplomacy.
• Excellent communication skills required:
• Verbally communicate clearly
• Write clearly with excellent grammar and spelling, in style appropriate for business communication
• Clarify problems or issues
• Good listening skills
• Professional and courteous
• Positive attitude
• 3+ Experience in Technical support and troubleshooting skills
• Knowledge of Windows operating systems and basic networking concepts
• Technical certification is a plus
• Hospitality experience is a plus