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Customer Service
Technical Support Representative
@BigCommerce, Inc.
[Hiring] Technical Support Representative @BigCommerce, Inc.
Apr 06, 2025 - BigCommerce, Inc. is hiring a remote Technical Support Representative. 💸 Salary: unspecified. 📍Location: Mexico.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
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.
- 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 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.
Qualifications
- 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, 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, is preferred.
- Must be flexible to shift work and occasional overtime including Sundays in a 24x7x365 environment.
- Fluent in English.
Requirements
- Our ideal candidate will reside in Mexico City, Mexico, Guadalajara, Mexico, or any major city within Mexico.
Company Description
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| 📍 | Be aware of the location restriction for this remote position: Mexico |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Mexico
|
|
Job Type
full-time
|
Posted
Apr 06, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Mexico |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
