Technical Customer Support Associate

Title: Technical Customer Support Associate Location: Bangalore, India (Hybrid) Shift: 3pm to 12am IST Status: Full-time Aperian is looking for a Technical Customer Support Associate who combines a passion for delivering outstanding customer service with strong technical aptitude. In this role, you ll play a key part in supporting both our clients and internal teams as they engage with our suite of online learning solutions. Aperian is the essential solution for global teams, providing cross-cultural training and learning content to foster seamless collaboration and greater innovation. Through self-paced courses, assessments, and live workshops, Aperian equips leaders and teams to thrive in today s culturally complex world. For a closer look at the work we do, please visit our website at www.aperian.com . Job Summary We re looking for an individual who is excited to support our customers across time zones and solve their technical challenges using the Aperian learning platform. This position is responsible for not only responding to incoming tickets via email, chat, and phone, but also liaising with the client success team and with the product development team about common customer issues and bugs. Your primary responsibility is to troubleshoot platform-related issues, guide users through solutions, and ensure timely resolution while maintaining a high level of customer satisfaction. You will also collaborate closely with the product development team by identifying common technical challenges, escalating bugs, and providing insights to help improve platform performance and user experience. Additionally, you will contribute to quality assurance efforts by participating in User Acceptance Testing (UAT) for new features and fixes, keeping you actively engaged with platform updates and innovations. You will work directly with product directors, project managers, founders, technical directors, frontend developers, frontend designers, sales and marketing, and contractors. This is an excellent opportunity for someone with strong problem-solving skills, a passion for customer service, and an interest in digital learning tools. This position is expected to work second shift/evening hours to overlap with US time zones. While primarily a remote position, all employees attend local team meet-ups at least thrice per month. Responsibilities You are right for this position if you enjoy providing excellent customer service by responding to support tickets in a professional, friendly, and timely manner. feel right at home assisting customers with password and access resets, account customization, usage inquiries, and general technical and functional questions regarding Aperian learning solutions. communicate clearly and professionally, anticipating user questions. are interested in gaining a deep understanding of Aperian s learning solutions and how they are used, while staying up-to-date on new features and functionalities. care about the details when it comes to identifying and documenting bugs as well as assisting the development team with User Acceptance Testing. want to create and improve customer support documentation and our knowledge base while thinking of ways to apply new developments to improve organizational performance or customer service. will be comfortable working with remote global team members while actively seeking opportunities for collaboration. are willing and able to work evening hours/second shift to overlap with US business hours. Qualifications We love working with good people who care about our customers and each member of the team. On top of that, we re looking for someone with some or all of the following attributes: Bachelor s degree with at least 2-3 years of relevant business experience with measurable results; Not only exceptionally detail-oriented, but also skilled at organizing details and creating and following processes; Able to manage multiple tasks with competing priorities and tight deadlines; Self-motivated and able to work both independently and in a collaborative virtual environment; Agile thinker, able to react quickly to client demands and anticipate future questions; Interest in the cross-cultural field, desire to work in a high-paced global environment; Can demonstrate service-mindedness, promptness, dependability, and attention to detail; Familiar with Google Applications, Microsoft Office, Client Management Software (i.e. Salesforce), project planning tools (i.e. Asana) and virtual communication and learning platforms (i.e. Zoom, Microsoft Teams, etc.); ticketing systems (i.e. Zendesk); Excellent command of the English language, strong written and verbal communication skills; Able to work second shift/evening hours to overlap with the US. Why Work for Us Inclusion is part of our DNA. We take a broad view of diversity and truly believe that our differences are our strengths, and each person has something unique and valuable to offer to the world. When you join our organization, you will have the opportunity to work with smart, dedicated colleagues in an environment that fosters respect for diverse cultures and backgrounds, recognizes and values individual and team contributions, and promotes growth and development. We offer a competitive compensation and benefits package, and the ability to work remotely.