Technical Support Representative
Big Commerce is disrupting the e Commerce industry as the Saa S leader for fast-growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.
Big Commerce, named a 2022 "Best Place to Work", is seeking a Technical Support Representative for our 24x7 Customer Success Services (CSS) Team in Cork, Ireland. 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, e Commerce platform for growing businesses. You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more.

What You Will Do

• Provide 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 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 e Commerce 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 e Commerce best practices; utilize your knowledge to solve problems efficiently
• Display high levels of professionalism in 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; experience in a phone, email, or chat-based technical support or customer service contact center preferred
• Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
• Strong aptitude toward various web, e Commerce, 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, is preferred
• Must be flexible to shift work and occasional overtime in a 24x7x365 environment

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