Remote Technical Support Representative

About the role

Commerce, the parent company of BigCommerce, Feedonomics and Makeswift, is hiring a Technical Customer Support Representative for a fully remote position. You will support merchants using the company's eCommerce platform by educating them on platform features, troubleshooting technical issues and helping them sell more. The role involves phone, email and chat support in a fast-paced environment, with up to 7.5 hours of talk or chat time per day.

Key responsibilities

• Provide phone, email and chat-based technical support to customers
• Develop solutions and use standard operating procedures to improve customer satisfaction
• Communicate with management and developers to improve product functionality and resolve issues
• Strive for first-contact resolution and advise customers on eCommerce best practices
• Help customers with billing, invoice and account issues
• Use classroom, video and self-paced training to stay current on products and best practices

Required profile

• Experience in a customer-facing, service-oriented role; phone, email or chat support experience preferred
• Ability to use self-service resources such as guides, search engines and service portals
• Strong written and verbal communication, including de-escalating upset customers
• Willingness to work evenings, weekends and holidays

Required skills

• Aptitude for web, eCommerce and hosting technologies
• Preferred: reading or editing at least one web language (HTML, CSS, JavaScript, jQuery) and a basic understanding of data structures

What we offer

• Remote-first work with optional collaborative workspaces in Austin, Atlanta and London
• National base salary range of $21.00 - $23.00, depending on experience, skills and location
• Possible variable compensation, equity and benefits