Technical Support Representative

November 30, 2024

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BigCommerce

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BigCommerce is a leading ecommerce platform that provides comprehensive commerce solutions for businesses of all sizes, from small startups to large enterprises. It offers a modern SaaS platform with features such as multi-storefront management, headless commerce, B2B and B2C capabilities, and omnichannel sales. BigCommerce enables businesses to expand internationally and increase their sales through enhanced conversion tools and lower transaction costs. With its flexible Open SaaS solution, businesses can integrate seamlessly with a wide range of technology partners and customize their ecommerce operations to fit their unique needs. The platform's strong emphasis on security, scalability, and customer satisfaction makes it a preferred choice for many businesses across various industries, including fashion, health & beauty, and sports.

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

1001 - 5000 employees

Founded 2009

🛍️ eCommerce

☁️ SaaS

🤝 B2B

💰 $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