Technical Support Specialist - Uware

Aspire Software is looking for a 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

We are seeking a hands-on Technical Support Specialist (Level 1 / Level 2) to provide end-to-end technical support for a member management, dues collection, and dispatch platform used by trade unions across the United States. The application is built on a Microsoft Access front end installed on client systems, backed by a SQL Server database. This is a blended support and maintenance role: the work is primarily support-focused — diagnosing and resolving clientreported issues — but the successful candidate will be comfortable reading, modifying, and testing code (SQL, VBA, and legacy application logic) to resolve defects directly rather than simply triaging and escalating. The role replaces developer capacity on the team, so the emphasis is on bug fixes, issue resolution, and ongoing maintenance rather than net-new feature development.

Key Responsibilities

• Own client-reported issues end to end — from intake and triage through diagnosis, resolution, testing, and closure.
• Provide both Level 1 (frontline troubleshooting) and Level 2 (deeper technical diagnosis and remediation) support.
• Remotely access client systems (via remote desktop tools such as TeamViewer, AnyDesk, or Zoom) to investigate and resolve issues.
• Diagnose and fix defects in the application, including reading and modifying VBA scripts, Access forms/queries/modules, and SQL Server objects (queries, stored procedures, views).
• Write, modify, and test SQL to investigate data issues, correct records, and validate fixes against the SQL Server back end.
• Troubleshoot application functionality, connectivity, configuration, and data-integrity problems in a Microsoft Access / SQL Server environment.
• Reproduce reported bugs, identify root cause, implement fixes, and verify resolution before returning to the client.
• Escalate genuinely complex or architectural issues to senior engineers, with clear documentation of steps taken and findings.
• Document resolutions, maintain support logs, and contribute to the internal knowledge base to reduce recurrence

Requirements

• 2–5 years of experience in IT technical support, application support, or a technical helpdesk role.
• Fluency in English — strong written and verbal communication, sufficient for direct interaction with a North American client base.
• Good SQL skills — able to read, write, modify, and test SQL queries against SQL Server (SELECT, joins, filtering, and basic data correction).
• Ability to debug Microsoft applications and legacy tech stacks, including Microsoft Access and VBA scripting — able to read, understand, and modify existing code to resolve defects.
• Strong understanding of Windows environments and desktop application troubleshooting.
• Familiarity with remote access tools (e.g., TeamViewer, AnyDesk, Zoom) for supporting client systems.
• Availability to work 9:00 AM – 5:00 PM EST, aligned to the North American client base.
• Ability to work independently, manage a queue of issues, and follow escalation procedures.

Preferred Skills

• Experience supporting or maintaining Microsoft Access applications with a SQL Server back end.
• Working knowledge of SQL Server administration concepts (stored procedures, views, indexing, backups).
• Prior experience in a software support / bug-fix / maintenance capacity as opposed to pure feature development.
• Exposure to membership, dues, dispatch, or association management software (or comparable line-of-business systems).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Fundamentals, or SQL-related credentials).

Soft Skills

• Problem-solving mindset with strong attention to detail and a focus on root-cause resolution.
• Clear, professional, and patient communication with clients.
• Ability to remain calm under pressure and manage multiple concurrent issues.
• Self-directed and reliable when working remotely across time zones.