Technical Support Representative, BigCommerce
French Speaking
Targeted salary range is $15.39—$20.03 USD
Open SaaS ecommerce platform
Be an early applicant
Open SaaS ecommerce platform
1001+ employees
Be an early applicant
Targeted salary range is $15.39—$20.03 USD
1001+ employees
Company mission
To help merchants sell more at every stage of business growth, from small startups, to mid-market businesses, to large enterprises.
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. It is currently focusing on developing its enterprise offering as part of a shift towards profitability rather than continued market expansion as it seeks to navigate through the tricky economic situation for global eCommerce retailers in 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2018
$64m
SERIES F
May 2016
$30m
SERIES E
Total funding: $219.2m
Company values
- Customers First: Our company exists to help merchants sell more. We make every decision and measure every outcome based on how well it serves our customers
- Think Big: Being the world's leading commerce platform requires unrivaled vision, innovation and execution. We never settle. We challenge our ideas of what’s possible to better meet the needs of our customers
- Make a Difference Every Day: We constantly push ourselves to be our best. We focus on solutions and arrive every day inspired to make an impact through our talents, passion and hard work
- Team on a Mission: BigCommerce is made up of amazing individuals, but it’s only through teamwork that we achieve greatness. We’re committed to helping our customers by working together with equal parts humility and ambition
- Act with Integrity: We’re honest, transparent and committed to doing what’s best for our customers and our company. We openly collaborate in pursuit of the truth. We have no tolerance for politics, hidden agendas or passive-aggressive behavior
Company HQ
Four Points Centre, Austin, TX
Articles
Leadership
Brent Bellm
(CEO, not founder)Before taking the role of CEO at BigCommerce in 2015, they were the COO at HomeAway and VP Global Product for PayPal.
Diversity, Equity & Inclusion at BigCommerce
- We foster a culture that encourages the inclusion of every employee by celebrating our individuality and our common values that bring us together. We strive to create an environment in which all employees can bring their whole, best, authentic selves to work and for everyone to feel a sense of acceptance and encouragement to come as they are
- Our differences make us unique and create the diversity we value. We commit to creating an environment where each of us is treated with response and dignity and the expression of each individual's perspective, thoughts and ideas is encouraged
- Greatness is inherent in all people, no matter their demographic background or personal experiences. We will take action to ensure that every individual has an equal opportunity to grow and achieve their maximum potential
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