.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 is disrupting the eCommerce 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 2021 "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.Please submit your resume in English for review.What You Will DoProvide 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 capabilitiesDevelop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brandCommunicate with the management team and developers to improve product functionality and resolve issuesDecrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practicesAssist customers with common billing, invoice, and account issuesUtilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficientlyDisplay high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization
