Associate Customer Support Representative - Remote

Bigtincan (ASX:BTH), is the leader in SAAS and mobile, AI-powered sales enablement automation and provides software products and services that enables salespeople in leading companies around the world to be more productive.

Bigtincan is an AI-powered Sales Enablement Automation Platform that adapts to your sales process, delivering the right content for selling, training, and coaching at scale across all devices.

Since our inception in 2011, Bigtincan has grown into a global industry leader headquartered in Waltham, Massachusetts with offices in Glasgow, London and Sydney, Australia. We've partnered with Apple, AT&T, and other technology leaders and are used by the largest, most successful companies in the world such as Exxon, Titleist, Guess Jeans, and Amazon to accelerate their sales and marketing initiatives. Our award-winning platform is recognized by Gartner as the only solution in their Sales Engagement Platform category to meet all of their feature requirements status, or disability status.

Requirements

Associate Customer Support Representative - Job Description

Join a growing team of Bigtincan Customer Support Representatives, who assist customers in troubleshooting customer inquiries, and general use of Bigtincan products. An Associate Customer Support Representative provides world-class troubleshooting support and service to Bigtincan customers via email (60%), chat (20%) and telephone (20%) while working in a relaxed, open and collaborative environment. This position will also require occasional screen-share meetings with clients to record inquiries and verify solutions.

Two set shifts are currently available:
• Mid shift: Monday through Friday (10:00 a.m. to 6:30 p.m.) Eastern Standard
• Late Shift: Monday through Friday (12:30 p.m. to 9:00 p.m.). Eastern Standard.
• Preference will be reviewed for individuals from the west coast time zones for the late shift position, however we are open to individuals in alternative time zones.

Note: This position is fully remote. This will require a dedicated work space from home that is amicable to a call center environment. Reliable internet connection and speeds will be required. Computer supplies will be directly provided. This position will never require travel to the home office located in Waltham Massachusetts.

Duties and Responsibilities:

After you complete a comprehensive, hands-on 12 week training program, you will become knowledgeable in various Bigtincan suite of products and will be able to:
• Document, troubleshoot, reproduce and find creative solutions for customer reported issues.
• Perform screen-shares with customers to troubleshoot inquiries.
• Develop a high degree of proficiency in the Bigtincan application suite and maintain that proficiency through continuous learning.
• Partner with other Bigtincan departments to meet customer needs and goals.
• Specialize in the Brainshark product.
• Create and edit articles for the product knowledge base.

Qualifications:• 2+ years relevant work or internship experience in a customer-facing position.
• Working knowledge of Microsoft and Apple applications, common web browsers and mobile devices.
• General knowledge of Software as a Service (SaaS) applications, and network communications.
• Exceptional verbal and written communications skills.
• Strong organization and time-management skills.
• Thorough software application troubleshooting skills.
• A motivated, energetic and proactive approach in meeting customer needs, company goals and personal career goals.
• Ability to work collaboratively and effectively as part of a dynamic team.
• Ability to work independently to find solutions.
• Prior Support related experience.
• Zendesk experience.

Benefits

As part of the Bigtincan family you will be trusted and supported to achieve your career aspirations as we enable you to grow into your very best self. You will join a motivated group of people who value collaboration, each other, and delivering for our customers. We care about our teammates and hold ourselves accountable to maintaining an ambitious, warm and diverse culture.

Bigtincan is an equal opportunity employer and we value diversity in all forms. We do not discriminate based on race, religion, color, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.

Benefits

• Healthcare plan (medical, dental and vision)
• Paid time off (vacation, sick, public and floating holidays)
• Equipment provided (MacBook Pro or comparable machine)
• Work from home or other remote location within US timezone core hours.
• Flexible training and development budget
• Life Insurance (basic, voluntary and AD&D)
• Retirement plan (401k) with employer match.