Tier 2 Technical Support Representative

Summary

Join BigCommerce, a leading SaaS ecommerce platform, as a Tier 2 Technical Support Representative! You will provide exceptional support to enterprise clients via phone, email, and chat, handling complex issues and collaborating with Tier 1 representatives. This role requires strong technical skills, excellent communication, and a dedication to customer satisfaction. You will utilize internal resources and training to resolve issues efficiently and contribute to a culture of excellence. BigCommerce offers a supportive and inclusive work environment. Learn more about our team, culture, and benefits at https://careers.bigcommerce.com.

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.  (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