Enterprise Marketing & Promotions Management

Technical Help Desk Representative – Rochester, NY

By / February 2018


Technical Help Desk Representative – Rochester, NY

Aptaris is expanding its Technical Help Desk in Rochester, NY.  We are looking for motivated, customer focused candidates that enjoy working within a team environment to guarantee customer satisfaction in resolving customer technical application support issues.


  • Interface with customers via email, phone calls and support tool to understand customer request.
  • Determine nature of the request and solve and/or route to the appropriate departments. Ensure enough detail is captured to enable departments to solve quickly.
  • Understand status of tickets and ensure timeliness of customer responses.
  • Manage and prioritize open support requests based on the severity of the issue.
  • Produce monthly departmental support analysis reports to review the status of tickets against pre-defined service level agreements.
  • Assist professional services and quality assurance groups as needed.


  • Prior software-space application support experience
  • Experience with Retail merchandising or marketing
  • Browser and OS support experience
  • Technical understanding of various hardware, software, and networking systems
  • Basic understanding of application software standards

These additional attributes that make you attractive to us.

  • Direct communication
  • Academic or professional software development or testing experience
  • Experience with Zendesk, or other customer support software environments
  • Accountability
  • Strong professional written and verbal communication skills
  • Detail Oriented
  • Four-year degree, a plus

Aptaris offers a comprehensive benefits package and competitive salary.  Does this opportunity sound exciting and challenging to you and match your skill set?  If your answer is “yes”, then we want to talk to you!

Company Description

Aptaris is the world leader in enterprise promotions management software, increasing retailers’ profitability and delivering ROI never seen in retail software previously.  To learn more about Aptaris, please visit our website at www.goaptaris.com.


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