Customer Support Specialist

Description

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 a Customer Support Specialist to be the front line for our merchants and ISV (Independent Software Vendor) partners. You'll be the first point of contact when something isn't working — a transaction issue, an onboarding question, a statement discrepancy — and you'll own it from first response to resolution. This is a great role for someone who's detail-oriented, calm under pressure, and genuinely enjoys solving problems for people.

What you'll do

Respond to merchant and partner inquiries via email, phone, and chat in a timely, professional, and empathetic manner

Troubleshoot payment processing issues, including failed transactions, settlement/deposit questions, and terminal or gateway connectivity problems

Assist merchants with onboarding and boarding-related questions, escalating processor issues (e.g., Adyen) where needed

Support dispute and chargeback inquiries, guiding merchants through documentation and response requirements

Track and manage support tickets to resolution using our internal ticketing/CRM tools, maintaining accurate case notes

Identify patterns in recurring issues and flag them to Product and Operations for longer-term fixes

Collaborate cross-functionally with Product, Engineering, and Sales teams to resolve complex or escalated issues

Maintain and contribute to internal knowledge base articles and merchant-facing help documentation

Meet or exceed team SLAs for response time, resolution time, and customer satisfaction

Requirements

What we're looking for

1–3 years of experience in customer support, client services, or a similar role — payments, fintech, or SaaS experience is a strong plus

Excellent written and verbal communication skills; able to explain technical concepts in plain language

Strong problem-solving instincts and comfort navigating ambiguity

Experience with CRM/ticketing platforms (e.g., HubSpot, Zendesk, Intercom) preferred

Basic understanding of payment processing concepts (transactions, settlements, chargebacks) is a plus — we'll train the rest

Highly organized, with the ability to manage multiple open cases simultaneously

A customer-first mindset paired with the judgment to know when to escalate

Nice to have

Familiarity with Adyen, Stripe, or other payment processor/PSP ecosystems

Experience supporting software partners (ISVs) rather than just end consumers

Exposure to healthcare, legal, or professional services verticals