FTE Job - Plano - Aptino, Inc.

    Aptino, Inc.
    Aptino, Inc. Plano

    11 hours ago

    InternshipSHIP
    Description

    Role: Customer Care Representative (Email & Chat Support role )

    Location: Plano, TX (Hybrid Job)

    Job Type: Full Time Job – Direct Hire

    Job Description:

    Our Customer Experience team plays a critical role in identifying pain points, solving issues, and continuously improving the customer journey.

    As a Customer Operations Representative, you'll go beyond just advocating for customers—you'll be a problem solver, process optimizer, and data-driven decision-maker. This role is all about identifying friction points, analysing root causes, and driving meaningful improvements across customer service operations and the broader customer journey. You'll collaborate with cross-functional teams, dive deep into data, and implement process changes that make a measurable impact on customer satisfaction, efficiency, and retention.

    This hybrid role offers a mix of in-office collaboration and remote flexibility (3 days in office). Training is conducted in-office to set you up for success, build connections, and immerse you in the client culture.

    Key Responsibilities:

    Be a Customer Advocate & Problem-Solver: Handle inquiries via phone, email, or chat with urgency and precision, ensuring every interaction is customer-first and solution-driven.

    Diagnose and Troubleshoot Like a Pro: Use critical thinking and technical insight to identify challenges, uncover root causes, and deploy effective solutions.

    Leverage Technology to Drive Automation: Identify repetitive manual tasks and recommend automation strategies to streamline workflows and eliminate inefficiencies.

    Think Ahead & Improve the Experience: Spot trends in customer issues and proactively create solutions that enhance the overall support experience, reducing future contacts.

    Master Multiple Platforms & Data Tools: Navigate multiple applications (Zendesk, CRM, order management systems) with ease, ensuring accurate documentation and data-driven decision-making.

    Collaborate & Innovate: Share insights with product, engineering, and operations teams to improve processes and remove friction—driving faster, smarter service.

    Qualifications:

    • 1+ years of customer service experience in a fast-paced, high-tech, or automation-driven environment.
    • Bachelor's degree in Business Administration, Communications, or a related field.
    • Proven problem-solving skills, with experience in troubleshooting, root cause analysis, and process optimization.
    • Strong technology acumen, with experience using CRM systems (Zendesk preferred), automation tools, and workflow management platforms.
    • Ability to pass a pre-employment background screening.
    • Obsessed with Customer Experience: You go beyond just answering questions—you see every challenge as an opportunity to eliminate pain points, create efficiencies, and improve processes.
    • Tech-Savvy & Automation-Focused: You think like an innovator—leveraging AI, automation, and workflow optimizations to streamline service and improve speed to resolution.
    • A Natural Problem-Solver: You analyse, troubleshoot, and resolve complex issues with efficiency and accuracy. You're resourceful, adaptable, and relentless in finding the best solutions.
    • Multitasking & Prioritization Expert: You seamlessly manage multiple channels (phone, chat, email) while ensuring no customer is left behind.
    • Sharp Attention to Detail: You document issues, track resolutions, and anticipate future needs with a data-driven approach.
    • Agile & Resilient: You thrive in fast-paced, ever-evolving environments and are comfortable with change, shifting priorities, and new technologies.
    • Passionate About Helping Creators: You understand the unique needs of crafters, small business owners, and hobbyists, and you're excited to help them bring their visions to life.
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