Technical Support Representative

About Commerce

Commerce is on a mission to empower businesses to innovate, expand, and succeed through an open, AI-driven commerce ecosystem. As the parent company to BigCommerce, Feedonomics, and Makeswift, we integrate tools and systems that facilitate growth by unlocking data potential and delivering seamless, tailored commerce experiences across channels. We enable businesses to navigate commerce complexities confidently, adapt swiftly, and scale on their own terms. Join our team of innovative, technically savvy problem solvers shaping the future of commerce.

Role Overview

As a Technical Customer Support Representative, you will play a pivotal role in assisting merchants using one of the world's leading eCommerce platforms. Your responsibilities include educating users about platform features, troubleshooting issues, and ultimately helping merchants increase their sales.

Key Duties

• Deliver exceptional technical support via phone, email, and chat in a high-volume setting with up to 7.5 hours daily of direct interaction.
• Exceed in customer service and problem-solving to aid our continually growing merchant community.
• Develop and apply solutions and standard operating procedures aimed at enhancing customer satisfaction and fostering brand loyalty.
• Collaborate with management and product developers to refine product functionality and resolve technical issues.
• Reduce inbound support requests by resolving queries on first contact and proactively guiding customers on best practices for eCommerce.
• Address common billing, invoice, and account-related inquiries efficiently.
• Engage in ongoing training through various formats to maintain up-to-date product and eCommerce knowledge, applying this expertise to resolve problems promptly.
• Maintain professionalism in frequent interactions across departments within and beyond the Customer Support Services organization.

Candidate Profile

• Strong commitment to the company’s mission and values with a dedication to excellence.
• Prior experience in customer-facing roles is required, preferably within technical support via phone, email, or chat.
• Proficient in independently researching solutions using self-service tools, internal guides, and external resources.
• Good understanding of web, eCommerce, and hosting technologies and their integration.
• Excellent critical thinking and interpersonal skills, passionate about helping customers succeed with tailored solutions.
• Collaborative team player eager to learn and compete alongside top technical support professionals; open to giving and receiving assistance.
• Strong verbal and written communication skills, adept at de-escalating frustrated customers with empathy and professionalism.
• Preferred knowledge includes familiarity with at least one web language (such as HTML, CSS, JavaScript, jQuery) and foundational knowledge of data structures.

Additional Information

• Various work schedules are available, including shifts during evenings, weekends, and holidays.

Compensation

The hourly pay range is $19 to $21, with exact salary dependent on location, relevant expertise, and qualifications.

Culture and Inclusion

Commerce fosters an inclusive environment that celebrates diversity and supports every employee's growth. We are an equal opportunity employer committed to accessibility and providing reasonable accommodations during the interview process and employment as needed.

Important Notices

Beware of fraudulent job offers. Commerce only hires through its official channels and never requests payment or sensitive personal information as part of hiring. If you encounter suspicious solicitations claiming to be from Commerce, do not respond or engage.