Customer Support Representative

| Chicago | Hybrid
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BigTime Software is looking for an all-star Customer Support Representative in our downtown Chicago office. 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 to 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!

Responsibilities

  • 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

Desired Skills and Experience

  • 1-3 years of customer service experience (software experience a plus!)
  • 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
  • Excellent verbal and written communication skills
  • 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!!

BigTime Software delivers time-tracking, billing and project management software for more than 2,000 firms, tracking over $2 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 venture-funded company based in Chicago committed to helping clients run professional teams more efficiently, unlocking potential revenue and improving profitability. 

  • Competitive Base salary + quarterly bonuses
  • Generous PTO and Company Holidays
  • Company paid health, dental and vision plans 
  • 401k with Match
  • Company provided latest technology & software tools
  • Weekly catered lunch and whole company meeting 
  • Free fresh fruit, snacks, cold brew coffee/tea, soda pop
  • Great, convenient downtown / loop location

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 law.

Your 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • dotnetLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • PandasLibraries
    • ReactLibraries
    • AngularFrameworks
    • Angular.JSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • DockerFrameworks
    • FlaskFrameworks
    • JestFrameworks
    • OAuthFrameworks
    • PlaywrightFrameworks
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google CloudServices
    • Microsoft AzureServices
    • Google AnalyticsAnalytics
    • CanvaDesign
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • BasecampManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • WordpressCMS
    • DocuSignCRM
    • DriftCRM
    • HubSpotCRM
    • SalesforceCRM
    • Salesforce PardotCRM
    • MailgunEmail
    • ZoomInfoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration

Location

We're centrally located in The Loop, neighboring the WIllis Tower, with close proximity to public transportation and steps away from many many restaurants.

An Insider's view of BigTime Software, Inc.

How would you describe the company’s work-life balance?

BigTime prioritizes work/life balance better than any place I have ever been. Bigtime does have a hybrid working environment, I believe the office requirements are fair. As I have recently returned to work from parental leave, my management team has made this a smooth transition and makes sure that I have support both personally and professionally.

Matt

Implementation Manager

How do you collaborate with other teams in the company?

In my role, I work in a cross functional capacity everyday, and I understand that we all have things on our plate that need attention, however I have found that those who I work with are always inclined to help, and an added bonus is that we somehow always come up with how to do something better or more efficient for the next time.

Marni

Senior Product Education Specialist

How has your career grown since starting at the company?

I began here as a BDR on our Sales Team straight out of college. Within my first 6 months, I realized I loved working directly with our current customers so my managers helped me create an IDP plan to help me attain the goals I needed to in order to move into a customer-facing role. This plan helped me achieve my current role, which I love!

Faith

Customer Success Associate

How do you make yourself accessible to the rest of the team?

It’s important to have an open-door policy where the team knows they can come to me with anything. I also
run skip level connects regularly throughout the year where I meet with the individuals who report to my direct reports to listen to any concerns they have, see how they can be better supported, and just get an idea of how things are going

Nicole

VP of Customer Experience

What are BigTime Software, Inc. Perks + Benefits

BigTime Software, Inc. Benefits Overview

BigTime Software is one of the region's best companies, serving Chicagoland communities in Illinois. Our team enjoys training programs, a fantastic culture, and opportunities for advancement, which are company-wide focuses to help you grow both personally and professionally. We're interested in helping your career and adding to your resume because we know that happy employees lead to happier customers!

- Opportunities for Advancement
- Company Provided Latest Technology & Software Tools
- Great, Convenient Downtown/Loop Location
- Company Paid Benefits
- Weekly Catered Lunch and Whole Company Meeting
- Minimum of 11 Paid Holidays
- 401(k) Savings Plan with a match
- Snacks, Cold Brew, La Croix, Bubbly and More

Culture
Volunteer in local community
Our Community Involvement Committee ensures that we have at least one volunteer event every quarter for our company and gives multiple other opportunities to help our community throughout the year
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
We have a company wide meeting in Chicago once a month to ensure that all of our employees, across our different locations, are alligned on everything going on at BigTime
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
BigTime believes in the importance of educating our employees on unconscious bias so we provide at least 2 sessions a year that our employees must attend
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
BigTime places huge emphasis on physical and mental wellness so we provide free gym memberships to our Chicago office, a yearly wellness stipend, lunch & Learns, and free weekly yoga sessions!
Team workouts
BigTime offers two free yoga sessions every week to our employees in the Chicago office
Mental health benefits
Wellness days
BigTime offers 2 Refresh Days per year that are separate from our PTO to ensure our employees are physically and mentally at their best!
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Paid volunteer time
In the spirit of service, BigTime Employees pledge to giveback at least 1% of their paid working time (20 hrs) to the community, whether through our company sponsored events or on their own time
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
We offer all our employees a free divvy membership as well as commuting and parking benefits.
Company-sponsored outings
BigTime sponsors quarterly team building events and activities everyone in the company can enjoy!
Free snacks and drinks
Some meals provided
We have catered lunch in the office multiple times a month for Lunch & Learns and other exciting events, as well as a weekly GrubHub stipend for employees to use on Fridays
Company-sponsored happy hours
We throw New Hire Mixers every month in the office as well as additional team building and cross functional celebrations
Onsite office parking
There are several garages in the area including one attached to our building, which is crucial for those cold Chicago winters!
Recreational clubs
BigTime sponsors several recreational leagues including a kickball team, bowling team, and beach volleyball. No matter the season we encourage our employees to have fun and be active!
Fitness stipend
In addition to free gym membership and weekly yoga, BigTime offers our employees a yearly fitness stipend they can use fortheir mental or physical health
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
BigTime offers a wide range of job training to all of our departments! Including Challenger training for our sales team and a robust career development plan across all departments
Lunch and learns
We do at least one lunch and learn every month; usually celebrating different holidays, cultures, or mental and physical wellbeing
Promote from within
Mentorship program
Aside from job shadowing and mentorship, each new hire at BigTime is assigned to an employee from a different team to ensure cross functional collaboration and relationships across all departments
Customized development tracks
Personal development training

Additional Perks + Benefits

BigTime promotoes a culture of inclusion and fun, where everyone can be their authentic selves. All of our perks help build each employee up and give them the tools they need to be successful in their careers as well as life outside the office. We are always looking at new ways to improve our perks and benefits and truly appreciate employee feedback regarding them.

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