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Tier 2 Technical Support Representative

Job description

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, the #1 e-commerce platform for high-growth and established merchants powering over 60,000 e-commerce sites all over the world, is searching for a Tier 2 Technical Support Representative for our 24x7 Customer Success Services (CSS) Team.  As a Tier 2 Technical Support Representative you will be responsible for supporting, contributing 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, solve technical issues, and enable merchants to sell more.

What You Will Do

  • Provide technical support to our customers in a fast-paced environment; act as a second level support for our agency partners needing assistance or escalation
  • Use trace analysis, debug skills, and proprietary tools to analyze system problems, develop and test solutions for higher priority/more complex issues
  • Provide extraordinary support to our merchant base with unsurpassed customer service and problem solving capabilities; communicate and help tackle complex issues for our merchants via called out cases
  • Develop solutions and apply standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
  • Connect with the management team and developers to improve product functionality and resolve issues
  • Assist agencies and high value clients with creating and solving custom API solutions as needed
  • Assist customers with common billing, invoice, and account issues
  • Use classroom, video, and self-paced training to stay ahead of product advancements and e-commerce standard methodologies; apply your knowledge to tackle 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; extensive experience within e-commerce space is preferred
  • Exceptional ability to utilize self service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
  • Proven aptitude toward various web, e-commerce, and hosting technologies and how they work together is required
  • 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
  • Teammate interested in growing and challenging alongside some of the best technical support agents in the business; willingness to help and seek help from peers
  • Experience with front-end or full stack development languages such as JavaScript, Node.JS, Angular, and JSON; expert-level HTML and CSS skills and a deep understanding of the Stencil Framework and Handlebars programming language are preferred

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

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Diversity, Equity & 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  https://careers.bigcommerce.com .

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BigCommerce Customer Success & Support Team

We focus on all aspects of helping our customers grow their business. Whether it’s Tech Support, Self-Help & Community, Learning & Development, or Professional Services, we give bespoke support to customers old and new.

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