Technical Support Representative

Summary

Join BigCommerce's 24x7 Customer Success Services team as a Technical Support Representative! You will provide exceptional technical support to merchants via phone, email, and chat, troubleshooting issues and educating them on platform features. This role requires experience in a customer-facing role and exceptional problem-solving skills. You'll collaborate with the team and developers to improve product functionality and customer satisfaction. The ideal candidate possesses strong communication skills, a passion for helping customers succeed, and flexibility to work shifts including Sundays. BigCommerce offers a supportive and inclusive work environment.

Requirements

• A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence
• Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact center preferred
• Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
• Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together
• Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
• Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers
• Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
• Must be flexible to shift work and occasional overtime including Sundays in a 24x7x365 environment
• Fluent in English

Responsibilities

• Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced 24x7 environment (expect up to 7.5 hours of talk/chat time a day)
• Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities
• Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
• Communicate with the management team and developers to improve product functionality and resolve issues
• Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices
• Assist customers with common billing, invoice, and account issues
• Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently
• Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization

Preferred Qualifications

• Ability to read or edit within at least one web language (HTML, CSS, Javascript, jQuery, etc), as well as a basic understanding of data structures, is preferred
• Our ideal candidate will reside in Mexico City, Mexico, Guadalajara, Mexico, or any major city within Mexico