Technical Support Representative at BigCommerce

| Austin
Sorry, this job was removed at 12:09 p.m. (CST) on Tuesday, September 17, 2019
Find out who's hiring in Austin.
See all Operations jobs in Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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.

BigCommerce, named a 2019 "Best Place to Work" in Austin, is seeking a Technical Support Representative for our 24X7 Customer Success Services (CSS) Team. As a Technical Support Representative you will be responsible for supporting, providing value to, and powering the growth of merchants using the world’s best, and most successful, eCommerce platform for growing businesses. You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more.

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 on-boarding 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 and 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, e-commerce, and hosting technologies and how they work together is required
  • 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
  • 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
  • Must be flexible to shift work and occasional overtime in a 24x7, 365 environment

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities

Diversity & Inclusion at BigCommerce

We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that. Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin. We also have a location downtown at 211 E 7th St Suite 500, 78701.

What are BigCommerce Perks + Benefits

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with Nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

More Jobs at BigCommerce36 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Marketing
Operations
Project Mgmt
Sales
Content
Developer
new
Austin
Developer
new
Austin
Developer
new
Austin
Developer
new
Austin
Operations
new
Austin
Developer
new
Austin
Data + Analytics
new
Austin
Marketing
new
Austin
Project Mgmt
new
Austin
Project Mgmt
new
Austin
Design + UX
new
Austin
Design + UX
new
Austin
Marketing
new
Austin
Marketing
new
Austin
Project Mgmt
new
Austin
Marketing
new
Austin
Internships
new
Austin
Data + Analytics
new
Austin
Operations
new
Austin
Marketing
new
Austin
Marketing
new
Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView BigCommerce's full profileSee more BigCommerce jobs