Tier 2 Technical Support Representative - Remote

Overview

The Tier 2 Technical Support Representative at BigCommerce is responsible for providing exceptional support to Enterprise clients, ensuring their technical issues are resolved efficiently while collaborating with Tier 1 representatives.

In Short

• Provide outstanding phone, email, and chat-based support to Enterprise merchants.
• Handle complex technical issues and collaborate with Tier 1 support.
• Develop solutions to improve customer satisfaction.
• Assist internal teams with issue resolution.
• Stay updated on product advancements and eCommerce best practices.
• Maintain professionalism in all interactions.
• Conduct supervisor callbacks for technical concerns.

Requirements

• Minimum 6 months of Tier 1 experience.
• Strong work ethic and dedication to the company.
• Excellent written and verbal communication skills.
• Ability to utilize self-service resources effectively.
• Strong time management skills.
• Familiarity with BigCommerce API and Developer Documentation.
• Intermediate knowledge of HTML and CSS; basic JavaScript skills.

Benefits

• Recognized workplace culture and opportunities for growth.
• Inclusive and diverse work environment.
• Support for employees with disabilities.
• Access to training and development resources.
• Collaboration with a dedicated team.