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Advanced Application Support Specialist
vor 2 Monaten
Join Aspire Software as an Advanced Application Support Specialist
In this role, you will serve as the primary contact for our clients, assisting them with complex support inquiries.
About Aspire Software: Aspire Software is a key player in the software industry, providing essential solutions across various sectors. Our operational software enhances the efficiency and effectiveness of business processes, enabling our clients to achieve greater success in their operations.
Key Responsibilities:
Client Engagement:
- Deliver direct assistance and expert guidance to clients on utilizing our software solutions.
- Evaluate client issues and requests, coordinating with development teams for bug fixes or with professional services for additional support.
Problem Solving and Resolution:
- Identify and address business logic challenges, discerning between user errors and software issues.
- Manage incidents related to interface and API integrations, including system failures and erroneous messages.
- Troubleshoot software issues, including exceptions and system crashes.
- Diagnose and resolve infrastructure-related problems, such as inaccessible systems and halted services.
- Follow up on support inquiries both internally and with clients to ensure prompt resolution.
Routine Operations:
- Conduct regular updates and installations for on-premise systems.
- Perform necessary configuration tasks as required.
Escalation Management:
- Address escalations and incidents, implementing escalation protocols as needed.
- Keep clients informed and ensure thorough documentation of incidents.
On-call Responsibilities:
- After receiving adequate training and gaining experience, participate in a 24/7 on-call team to manage rare critical client emergencies during off-hours (with competitive compensation).
Candidate Profile:
- A Bachelor's degree in Computer Science or IT, or equivalent experience is required.
- Minimum of 1 year of professional experience in direct customer support for software applications is required.
- Fluency in both German and English (C1 level or higher) is required.
- Experience in the logistics sector is highly beneficial.
- Strong customer service abilities and effective communication skills to resolve client issues.
- Comfortable engaging with a diverse clientele, from medium enterprises to large corporations.
- Motivated to work with cutting-edge technologies in both SaaS and on-premise environments.
- Willingness to learn about our product functionalities and the business processes it supports.
- Reliable, organized, and capable of taking ownership of tasks.
- Ability to discern when to independently resolve issues and when to collaborate with specialists.
- Legally authorized to work in the relevant jurisdiction.
What We Offer:
- Global Exposure: Collaborate with clients across Europe and be part of a worldwide network of software companies.
- Expert Team: Join a team of highly skilled professionals dedicated to excellence.
- Supportive Environment: Work in a culture that values talent, motivation, and professional development.
- Innovative Product: Contribute to a product that is well-established yet continuously evolving with modern technologies.
Become a part of our team and help us deliver exceptional support to our valued clients, ensuring they have a seamless experience with our software solutions.
