Technical Support Specialist
Technical Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
At BigTime Software we believe that exceptional customer support is more than just solving problemsits about empowering our customers to succeed. As a Technical Support Specialist in our Phoenix or Chicago office youll be at the heart of that mission. Acting as a trusted guide youll educate and support our customers via phone email or chat. Youll be delivering an outstanding customer experience every step of the way.
If you thrive on solving challenges and love connecting with people wed love to hear from you! Join a team where your skills make a real impact and your work fuels the success of thousands of firms worldwide.
Who is BigTime
BigTime Software is the AI-powered professional services platform enabling intelligent decisions and delivering profitable growth. Weve proudly been featured on Incs 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 2700 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 Phoenix and Poland. Weve proudly been named on Crains Best Places to Work three years in a row -- if youre motivated to join a hyper growth organization were eager to talk to you.
What Youll Be Accountable for:
Handle incoming support requests from customers and prospects through various channels such as live chat and email.
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 Jira Slack Zendesk and Salesforce to perform your job
Excellent written and verbal communication skills
A solutions oriented individual with an interest in learning new technologies
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 We Offer:
Competitive salary and bonus
Company pays 100% of benefits including medical dental vision disability and life insurance
401k with generous company match
Paid Parental Leave & Access to Parently platform
Hybrid work schedule - In office 2-3 times a week (Phoenix office preferred but open to folks for our Chicago office)
Generous time off and paid company holidays
Fresh fruit snacks cold brew coffee/tea soda and sparkling water
Company provided latest technology & software tools
The salary for this position is $50000 annually. In addition to base salary and a competitive benefits package this position may be eligible for additional types of compensation such as bonuses.
Applicants must be authorized to work in the U.S. BigTime Software Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or any other characteristic protected by Right to Work - In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
