Product Customer Support Representative, BigTime Software
Quarterly bonus
More information about location
3+ days a week in office
Real-time insight for professional services
Job no longer available
Real-time insight for professional services
101-200 employees
Job no longer available
Quarterly bonus
More information about location
3+ days a week in office
101-200 employees
Company mission
To be the engine behind the greatest professional services firms on the planet.
Role
Who you are
- 0-3 years of customer service experience (software experience is a plus!)
- Preferred background in networking, API, database, XML, and some script language (Python, Java, etc.) with an emphasis on technical troubleshooting
- Ability to reproduce and troubleshoot software and data issues reported by customers
- Use core knowledge and on-the-job training to respond to customer requests and queries
- A strong passion for teaching technology to others to set clients up to be self-sufficient
- Ability to quickly learn how to use tools including Slack, Desk, and Salesforce to perform your job
- Ability to be resourceful with impressive critical thinking skills
- Ability to be proactive and work independently. Self motivated to strive!
- Experience supporting Windows, IOS, and Android devices
- Demonstrated ability to deal with change and be a team player
- Experience with accounting or project management software a plus, especially Quickbooks!!
What the job involves
- We are looking for an all-star Product Support Representative
- Our Product support specialists are our Brand Ambassadors
- They educate customers about our products and services
- They are experts at workflow and answer any questions related to our platform
- They will deliver exceptional support to customers through phone, email and chat
- Handle incoming support requests from customers and prospects through various channels, such as live chat, email and phone
- Educate/train/consult and on-board a wide range of professional service firms on how to fully and proficiently use various features of BigTime in the most effective way to fit their specific industry
- Serve as a resident product expert and maintain exceptional knowledge of the product as we continue to add new features
- Identify/troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate parties
- Contribute to team KPIs by improving average response and resolution times, as well as customer satisfaction ratings
- Work with the product team to discuss/document product enhancement requests coming from customers
Our take
Time is a valuable asset for any business, but recording and invoicing it manually can prove cumbersome, especially at scale. This is the reason why many companies turn to professional service automation (PSA) tools, such as that offered by BigTime Software.
The company offers a cloud-based suite of practice management tools that allows professional services – from accountants to architects – to track, manage and invoice their time. The platform also provides services in other areas, such as allowing companies to schedule employees and manage their projects.
In 2022, BigTime Software acquired Projector, a leader in the PSA space, combining Projector's functionality with BigTime's scale of operation. It has also now acquired WorkRails, which strengthens its CPQ and workflow automation capabilities. Both these moves, alongside an expansion of its executive team, exemplify a renewed phase of growth and a determination to remain a strong force in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2022
$100m
GROWTH EQUITY VC
May 2019
$14m
SERIES B
Total funding: $116.7m
Company benefits
- Opportunities for Advancement
- Generous Time Off & Holidays
- 401(k) Savings Plan + Match
- Ongoing Training & Learning
- Wellness Benefits
- Paid Parental Leave
- Weekly Lunch Stipend
- Company Paid Health, Dental, & Vision
- Hybrid/Flexible Work Environment
- Company Outings & Team Offsites
Company HQ
Chicago Loop, Chicago, IL
Leadership
Brian Saunders
(Founder & Executive Chair)Former CEO of the company. Previously CEO of DaVinci Software, a strategy and consulting firm that focused on internet-based products and services.
Don India
(CEO)Member of the Board of Directors at RadarFirst, where they were CEO for 3.5 years. Formerly CRO at RDC, and held several roles including VP at IBM.
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