Customer - Technical Support Specialist - JW

Aspire Software is looking for a Customer-Technical 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.

Role Overview

To deliver and support a high volume of smaller concurrent professional services projects within customer support across customer-facing and internal workstreams. The role requires a self-sufficient, technically capable individual with strong general IT and networking knowledge, able to manage implementation activity, troubleshoot issues, maintain accurate records, and work independently with minimal supervision.

Key Responsibilities

• Deliver multiple smaller professional services projects from initiation through to completion
• Carry out technical setup, configuration, implementation, and support tasks as required
• Liaise with customers, internal teams, and third parties to ensure projects progress to plan
• Assess technical requirements, prerequisites, risks, and dependencies before and during delivery
• Troubleshoot and resolve technical issues relating to implementations, connectivity, and customer environments
• Maintain accurate project and technical documentation, notes, and status updates
• Support project meetings, capture actions, and complete agreed technical tasks
• Communicate clearly and professionally with customers on progress, issues, and next steps
• Escalate more complex issues where needed while resolving routine matters independently
• Use AI tools to support documentation, reporting, troubleshooting, and answering technical questions from clients

• Previous experience in a professional services, implementation, technical support, systems engineer, or similar role
• Strong general IT knowledge across end-user systems, software, infrastructure, and troubleshooting - Strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, routing, switching, Wi-Fi, VPNs, and general connectivity
• Experience working directly with customers in a technical delivery or support environment
• Ability to manage multiple tasks and smaller concurrent projects at the same time
• Strong written and verbal communication skills
• Good attention to detail and accurate record keeping
• Ability to work independently in a remote environment
• Confident using workplace systems and digital tools
• Practical use of AI tools such as ChatGPT, Copilot, or similar to improve efficiency and support day-to-day work

Desirable Skills and Experience

• Experience in software implementation, onboarding, or service delivery
• Experience working in hotels/hospitality environment, and working with PMS and/or PBX systems
• Experience working with hosted, cloud, or on-premise systems
• Exposure to customer networks, firewalls, VLANs, remote access, and site readiness checks - Awareness of project delivery methods or service processes
• Experience producing customer-facing technical documentation or handover notes

Behavioural Competencies

• Self-sufficient and proactive
• Technically minded and solutions-focused
• Well organised and methodical
• Professional and dependable
• Calm under pressure
• Comfortable working in a fast-paced environment AI Capability Requirement
• The role requires practical and confident use of AI as part of normal working practice.
• The successful candidate should be able to use AI tools responsibly to improve speed, quality, and consistency of work, including drafting communications, summarising actions, preparing documentation, supporting troubleshooting, improving reporting, and helping answer technical questions from clients.

Measures of Success

• Successful delivery of multiple live technical projects and tasks
• Quality and accuracy of technical configuration and documentation
• Clear and professional customer communication
• Timely completion of actions and follow-ups
• Ability to troubleshoot effectively and maintain delivery momentum