Technical Support Representative, BigCommerce

French Speaking

Salary not provided

Targeted salary range is $15.39—$20.03 USD

CSS

HTML

JavaScript

jQuery

Junior, Mid and Senior level

Remote from US

Open SaaS ecommerce platform

Job no longer available

Open SaaS ecommerce platform

501-1000 employees

B2BProductivitySharing EconomySaaSeCommerceSales

Job no longer available

Salary not provided

Targeted salary range is $15.39—$20.03 USD

CSS

HTML

JavaScript

jQuery

Junior, Mid and Senior level

Remote from US

501-1000 employees

B2BProductivitySharing EconomySaaSeCommerceSales

Company mission

To makes it easy for brands and B2B sellers to scale, adapt, and connect to the tools that solve their unique business challenges — without being locked into rigid systems.

Job

Company

Role

Who you are

A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence
Exceptional at written and verbal communication skills in both French & English; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
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
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 in a 24x7x365 environment

What the job involves

BigCommerce, named a "Best Place to Work" in Austin, is seeking a Technical Support Representative that is french speaking, for our 24x7 Customer Success Services (CSS) Team
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
You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more
Business level fluency in both French and English languages, across written and spoken interactions
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), in both French and English
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

Our take

SaaS eCommerce platform BigCommerce is taking full advantage of the recent shift towards online shopping with its software that helps businesses of all sizes build and run eCommerce sites. Aside from providing a template for stores with functions including shipping and payment tracking, it also provides tools to cross-sell on other markets such as Amazon.

BigCommerce competes in this space with Shopify, another major eCommerce provider. While both companies have their adherents, BigCommerce's competitive advantage is in the sheer range of built-in features provided to its customers and the transparency of its pricing structure. While it can be more complicated to learn its flexibility is prized by the customers who have mastered its features. These include major brands such as Ted Baker, Skullcandy and Burrow to name just a few.

BigCommerce went public in 2020 with a valuation of almost $7 billion. Since then it has expanded aggressively into Europe and the Latin American market, including closing partnerships which enable BigCommerce vendors to sell on Mercado Libre. Most recently, it partnered with PayPal to launch an integrated payment solution for US merchants, alongside new AI-driven shopping tools that connect stores to platforms such as Microsoft Copilot and Meta. The partnership highlights BigCommerce's continued focus on strengthening merchant services and expanding its role within the evolving eCommerce space.