Ecommerce Support Specialist
hace 5 días
BigCommerce is a leading ecommerce platform that enables merchants to build intuitive and engaging stores to support every stage of their growth.
We are passionate about growing our employee's careers and providing them an incredible experience as we rapidly expand across the globe. Our mission is to help merchants sell more at every stage of growth, from small startups to large enterprises.
Our team is committed to delivering exceptional customer service and empowering our customers to build, innovate, and grow. We believe in celebrating the unique histories, perspectives, and abilities of every employee, making room for every person to contribute, grow, and thrive.
About the RoleThe Technical Support Representative will be responsible for supporting and empowering our ever-growing merchant base with unparalleled customer service and problem-solving capabilities.
You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more. Your ability to utilize self-service resources, web technologies, and critical thinking will be essential in solving problems efficiently and effectively.
This role requires a strong work ethic, dedication to excellence, and a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation.
Key Responsibilities- Provide extraordinary support to our 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 onboarding 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
To be successful in this role, you will need:
- A strong work ethic that demonstrates dedication to the company, its mission, and the team
- Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc.) to find solutions
- Strong aptitude toward various web, ecommerce, and hosting technologies and how they work together
- 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
- 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
At BigCommerce, we offer a competitive salary of $55,000 - $65,000 per year, depending on experience, plus benefits including health insurance, 401(k) matching, and paid time off.
We are an equal opportunity employer and welcome applications from diverse candidates. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
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