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Technical Support Specialist – Ecommerce
4 weeks ago
BigCommerce's
mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises.
We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.
We are equally passionate about growing our employee's careers and providing them an incredible experience as we rapidly expand across the globe.
We are proud to have been recognized numerous times for our product and workplace culture.
We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.
BigCommerce
is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses.
We enable our customers to build intuitive and engaging stores to support every stage of their growth.
What You Will Do
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.
Who You Are
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
Diversity, Equity, and Inclusion at BigCommerce
Our employees make the difference.
At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community.
We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment.
If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at .
Protect Yourself Against Hiring Scams: Our Corporate Disclaimer
BigCommerce, along with many other employers, has become the subject of fraudulent
job offers to hopeful prospective job seekers.
Be Advised
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce Will Never
require payment of recruitment fees from candidates;
request personally identifiable information through unsanctioned websites or applications;
attempt to solicit money from you as part of the hiring process or as part of an employment offer;
solicit money to complete visa requirements as part of a job offer.
If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.
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