Technical Support Representative at BigCommerce

Cork, County Cork, Ireland

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

eCommerce, SaaSIndustries

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
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
Must be flexible to shift work and occasional overtime in a 24x7x365 environment

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

Skills

Key technologies and capabilities for this role

Technical SupportCustomer ServicePhone SupportEmail SupportChat SupportTroubleshootingeCommerceBilling SupportProblem Solving

Questions & Answers

Common questions about this position

What is the salary for the Technical Support Representative position?

This information is not specified in the job description.

Is this a remote position or what is the location requirement?

This information is not specified in the job description.

What skills are required for this Technical Support Representative role?

Required skills include experience in customer-facing roles, exceptional ability to use self-service resources to find solutions, strong aptitude in web, eCommerce, and hosting technologies, exceptional critical thinking and soft skills, and exceptional written and verbal communication skills.

What is the company culture like at BigCommerce?

BigCommerce emphasizes a culture of excellence, empowers people to build, innovate, and grow, and has been recognized numerous times for its product and workplace culture while focusing on employee career growth.

What makes a strong candidate for this Technical Support Representative role?

Strong candidates demonstrate a dedication to the company's mission and team, experience in customer service with technical support preferred, strong problem-solving using self-service resources, aptitude in eCommerce technologies, and excellent communication skills to deescalate and support customers effectively.

BigCommerce

E-commerce platform for online store management

About BigCommerce

BigCommerce offers an e-commerce platform that helps businesses create and manage online stores through a subscription service. It provides tools for website building, order management, payment processing, and marketing, along with an App Marketplace for additional integrations. The platform is flexible and scalable, allowing businesses to grow without switching systems, and supports headless commerce for customized storefronts. BigCommerce aims to deliver a comprehensive solution for businesses of all sizes.

Austin, TexasHeadquarters

2009Year Founded

$213.2MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees