Tier 2 Technical Support Representative

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BigCommerce

πŸ“Remote - Mexico

Job highlights

Summary

Join BigCommerce, a 2022 "Best Place to Work" in Austin, as a Tier 2 Technical Support Representative! You will provide exceptional phone, email, and chat support to Enterprise clients and Agency Partners, handling complex issues and collaborating with Tier 1 representatives. This role involves developing solutions, utilizing internal resources, and staying updated on product advancements. You will work directly with our largest Enterprise clients, ensuring a positive end-to-end support experience. The ideal candidate possesses strong communication skills, technical aptitude, and a dedication to excellence. BigCommerce offers a supportive and inclusive work environment.

Requirements

  • Minimum 6 months Tier 1 experience meeting all department and performance expectations
  • A work ethic that demonstrates dedication to the company, its mission, personal pride, and the team; a desire to work in a culture of excellence
  • Excellent written and verbal communication skills with impeccable attention to detail
  • Exceptional ability to utilize self-service resources (internal tools and documentation, Google-fu, external service portals, Stack Overflow, etc) to find solutions
  • Excellent time management skills
  • Familiarity with BigCommerce API, Stencil Framework, and Developer Documentation
  • Intermediate knowledge of HTML and CSS; basic javascript skills

Responsibilities

  • Provide outstanding phone, email, and chat-based support to our Enterprise merchants and Agency Partners
  • Work front line emails, chats, and/or phone calls as needed
  • Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
  • Provide internal support answering questions and assisting with the resolution of issues for all customer-facing teams.Β  (Tier 1 Technical Support, Billing, Sales and Account Management)
  • Communicate with the management team and other internal teams to resolve 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 and recurring interactions with departments inside and outside of the Client Success organization
  • Assist with supervisor callbacks for technical and customer service concerns

Preferred Qualifications

1 year Tier 1 experience

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