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Tier 2 Technical Support Representative (Remote)
Company | BigCommerce |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-06-18 |
Posted at | 11 months 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.
- Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently.
- 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.
- Display high levels of professionalism and recurring interactions with departments inside and outside of the Client Success organization.
- Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand.
- Provide outstanding phone, email, and chat-based support to our Enterprise merchants and Agency Partners.
- Assist with supervisor callbacks for technical and customer service concerns.
- Work front line emails, chats, and/or phone calls as needed.
- Excellent time management skills.
- Exceptional ability to utilize self-service resources (internal tools and documentation, Google-fu, external service portals, Stack Overflow, etc) to find solutions.
- Excellent written and verbal communication skills with impeccable attention to detail.
- 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.
- Intermediate knowledge of HTML and CSS; basic javascript skills.
- Familiarity with BigCommerce API, Stencil Framework, and Developer Documentation.
- Minimum 6 months Tier 1 experience (1 year preferred) meeting all department and performance expectations.
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