BigCommerce · 1 month ago
Technical Support Representative - Remote
United States
Full-time
Remote
New Grad, Entry Level
$19/hr - $21/hrBigCommerce is part of a mission-driven company aimed at empowering businesses through an open, AI-driven commerce ecosystem. The Technical Customer Support Representative will provide valuable support to merchants using the eCommerce platform by educating customers on features, troubleshooting technical issues, and enhancing customer satisfaction.
Business DevelopmentE-CommerceEnterprise SoftwareSaaSSoftware
Responsibilities
Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced 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
Qualification
Required
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
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
Preferred
Experience in a phone, email, or chat-based technical support or customer service contact center
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
Company
BigCommerce
BigCommerce is a SaaS provider for merchants running online businesses.
Founded in 2009
1001-5000 employees
H1B Sponsorship
BigCommerce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (10)
2023 (10)
2022 (27)
2021 (27)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
$224.2MKey Investors
Goldman SachsNotable CapitalRevolution
2020-08-05IPO
2018-04-25Series F· $64M
2016-05-10Series E· $30M
Leadership Team
Russell Klein
Chief Commercial Officer
Recent News
2025-12-18
2025-12-11
Company data provided by crunchbase