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Technical Support Representative

4 months ago

Austin, United States BigCommerce Full time

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 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.

Technical Support Representative, French Language

US, Remote

Summary

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. We’ve already expanded into Europe, and now we are honing those efforts

BigCommerce, named a 2024 "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.

What You Will Do

Business level fluency in both French and English languages, across written and spoken interactions

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), in both French and English

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 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

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

Exceptional at written and verbal communication skills in both French & English; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally

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, 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

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

#LI-AL1

#LI-REMOTE

Not all candidates will be eligible for the upper end of the salary range (or have the minimum apply to them), but rather, the exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications. Targeted salary range $15.39—$20.03 USD