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Technical Customer Support Representative

BigTime Software

BigTime Software

IT, Customer Service
Phoenix, AZ, USA
Posted on Wednesday, October 25, 2023

BigTime Software is seeking a Technical Customer Support Representative to join our team in Phoenix.   

Who is BigTime?

We've proudly been featured on Inc's 500 Fastest Growing Companies in America for 4 years in a row. BigTime Software is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,500 firms worldwide and tracking over $4 billion in billable time each year. Our flagship product is a SaaS-based system that is custom-built for the professional services industry.

BigTime is a PE-backed company, headquartered out of Chicago, with offices in Chicago, Boston, Phoenix and most recently, expanding internationally. We've proudly be named on Crain’s Best Places to Work 2 years in a row -- if you're motivated to join a hyper growth organization, we're eager to talk to you.

What We Offer

  • Competitive salary and a quarterly bonus

  • Company pays 100% of benefits, including medical, dental, vision, disability and life insurance

  • 401k with generous company match

  • Paid Parental Leave 

  • Generous time off and paid company holidays - 35 days off the first full year of employment

  • Weekly Lunch Credit via GrubHub and company paid GrubHub+ (free unlimited delivery)

  • Fresh fruit, snacks, cold brew coffee/tea, soda and La Croix

  • Great, convenient downtown / loop location 

  • Parental leave support with Parently

  • Hybrid work schedule - Most teams in office 3 times a week

  • Company provided latest technology & software tools

What You’ll Be Doing - Technical Customer Support Representative

We are looking for an all-star Technical Customer Support Representative. Our Support Team acts as resident product experts to help our customers successfully use the BigTime platform. We are striving to build one of the most impressive customer service reputations in the industry and we are looking for you to not only contribute but also enhance our level of service and commitment to our customers.

If you have excellent people skills, the desire to dive deep into a new product, and the ability to learn it inside and out, please apply!

What You Are Accountable For:

  • 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

Who You Are

  • 1-3 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 pro-active 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!!