Technical Support Representative

4 days ago

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BigCommerce

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E-Commerce Software • Shopping Cart Software • Hosted Ecommerce Solution • Internet Marketing • SaaS

1001 - 5000

💰 $64M Series F on 2018-04

Description

• Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced 24x7 environment • Provide extraordinary support to our ever-growing merchant base • Develop solutions and utilize standard operating procedures for customer satisfaction • Communicate with management and developers to improve product functionality • Decrease incoming volume by striving toward first contact resolution • Assist customers with common billing, invoice, and account issues • Utilize training to stay ahead of product advancements • Display high levels of professionalism in interactions with other departments

Requirements

• 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 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 thoughtful solutions • Team player willing to help and seek help from peers • Exceptional written and verbal communication skills; ability to communicate effectively with customers • Ability to read or edit within at least one web language (HTML, CSS, Javascript, jQuery) is preferred • Must be flexible to shift work and occasional overtime including Sundays in a 24x7x365 environment • Fluent in English • Our ideal candidate will reside in Mexico City, Guadalajara, or any major city within Mexico