Job Summary | 

The Technical Support Specialist provides technical support for the DESSA Comprehensive System (DCS) and Aperture System products.  They ensure that customers are responded to quickly and professionally and are able to provide expert advice as they assist customers in resolving their product questions and concerns.     

 
Responsibilities | 
      • Respond to incoming support tickets via ZenDesk and assist customers with using our products 
      • Participate in onboarding new or updating existing customer accounts, utilizing information within HubSpot 
      • As needed, interact with customers via Zoom; use Calendly to schedule customer meetings 
      • Apply analytical, communication, and troubleshooting skills to identify, resolve, and document customer reported issues 
      • Research solutions to new problems/issues with company products 
      • Champion the priority of customer reported issues internally - represent the voice of the customer 
      • Track and provide timely resolutions to customers, escalating as needed 
      • Commitment to learning new product functionality 
      • Participate in the creation of useful knowledge base articles based on experience, customer feedback, and new features 
      • Participate in team, department, and company meetings 
      • Collaborate with other departments to provide best possible customer experience 

 

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

 

 

Work Environment | 

      • Candidates must have access to a home office free from distractions  
      • Work an assigned shift which falls between the hours of 8:00 am – 6:00 pm ET, based on business needs 
      • Candidates must have access to excellent internet which consistently supports video conferencing 
      • This job requires occasional travel (0-5%) for team bonding or company events 
      • Company provided computer equipment 

 

Job Information |  
  • Job Type: Full-Time  
  • Job Function: Product 
  • Travel: Up to once / quarter for team gatherings 
  • Locations: Remote  



 We Are an Equal Opportunity Employer |  Aperture Education does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.


Aperture Education, in compliance with the Drug-Free Workplace Act of 1988 provides a drug-free workplace for all employees