eCommerce Platform Specialist

Job Description

Job Description

Job Title: Aether Specialist

Reports To: Director of Operations
Classification: Full-Time, Exempt
Location: Onsite – Plano, TX

Company Overview

Antera Software offers powerful, cloud-based software solutions for suppliers and distributors in the promotional products, print, and signage industries. Our platforms for order and production management and eCommerce are built with connected workflows, integrated third-party solutions, and customizable features to help businesses operate more efficiently. We are a family-owned company based in Plano, Texas, dedicated to innovation and delivering exceptional support to our global client base.

Job Summary

The Aether Specialist plays a key role in supporting clients using Antera’s Aether platform by combining eCommerce configuration expertise with exceptional customer service and operational support. This position is responsible for configuring and maintaining web stores, providing client training, troubleshooting issues, and ensuring customers successfully adopt and utilize the Aether platform.

The ideal candidate is both technically skilled and customer-focused, capable of managing multiple client relationships while delivering high-quality support and project coordination. This role works closely with Customer Success, Product, Development, QA, and Support teams to deliver seamless digital experiences and long-term client success.

Key Duties & Responsibilities

Client Onboarding & Account Support

• Serve as a primary point of contact for Aether clients throughout onboarding and ongoing support.
• Conduct client training sessions, onboarding meetings, and knowledge-sharing demonstrations.
• Guide customers through web store setup, configuration, and launch processes.
• Ensure clients understand platform capabilities, workflows, and best practices for managing their eCommerce stores.
• Develop and maintain training materials, documentation, and process guides.
• Empower clients to independently manage their web stores and day-to-day operations.
• Provide recommendations and best practices to optimize store functionality and customer experience.
• Build strong client relationships by providing proactive communication, training, and operational guidance.

Web Store Configuration & Management

• Configure and maintain customized web stores within the Aether platform.
• Coordinate updates, enhancements, and store maintenance requests.
• Ensure quality, functionality, and consistency across client web stores.
• Collaborate with internal teams to support integrations, feature updates, and platform enhancements.

Troubleshooting & Technical Support

• Identify, troubleshoot, and resolve eCommerce platform issues in a timely and professional manner.
• Escalate complex technical issues appropriately while maintaining client communication throughout the resolution process.
• Partner with QA, Development, and Support teams to investigate and resolve customer concerns.
• Document support processes, recurring issues, and resolution steps to improve operational efficiency.

Project Coordination & Collaboration

• Manage multiple client projects simultaneously while maintaining timelines and service expectations.
• Coordinate cross-functional communication between clients, Product, Development, QA, and Support teams.
• Assist in identifying operational improvements and workflow efficiencies within the Aether organization.
• Stay informed on new platform features, integrations, and industry trends to better support clients.

Required Qualifications

• 2+ years of experience in systems or technical support, ideally in eCommerce, front-end web development, customer success, or related roles.
• Basic understanding of HTML and CSS.
• Experience configuring or supporting eCommerce platforms and web stores.
• Excellent verbal and written communication skills with strong client-facing abilities.
• Strong organizational and project management skills with the ability to manage multiple priorities.
• Problem-solving mindset with strong attention to detail.
• Ability to work collaboratively across technical and non-technical teams.
• Ability to work onsite at our Plano, TX headquarters.

Preferred Qualifications

• Experience working in SaaS or software support environments.
• Familiarity with ERP, order management, or workflow-based platforms.
• Knowledge of the promotional products, print, or signage industries.
• Experience with client onboarding, account management, or customer training.
• Basic understanding of APIs, integrations, or web technologies is a plus.

Compensation & Benefits

Antera Software offers a collaborative and supportive work environment focused on innovation, customer success, and continuous improvement. We provide opportunities for professional growth and hands-on experience in a fast-paced SaaS environment.

• Comprehensive medical, dental, and vision insurance.
• 401(k) matching and financial wellness programs.
• Paid Time Off (PTO) and company holidays.
• Professional development and training opportunities.
• Collaborative, team-oriented company culture with opportunities for career advancement.