Despite the job posting's requirements, this job does not require any technical knowledge, much less knowledge of coding, data structures, or web applications. Job postings are misleading since this is purely a customer service role that is mostly explaining to merchants how to change settings, handling angry customer complaints, and changes to subscription plans.
Increase communicate between engineering and customer success. Allow customer support reps to submit feature requests to engineering as the feature request section of the BC community is very disorganized and customers often cannot articulate technical information as well as the reps.
Most callers are calling about issues with third party integrations and have to be turned away. BC needs to require third party integrations to include working documentation in their apps on the big commerce store as many apps lack updated links to documentation.
Customers often have to sit on the phone for long periods of time waiting for support reps to find answers to issues. Allow reps to do farther research and problem solving off the calls and to make out-bound calls/emails to merchants once a solution has been found. The recent changes to the web queue have helped with is however as reps can now be productive between calls.
Opportunities for advancement do not lead to more technical roles nor to entry to the engineering department. Tier 2 support does the same stuff as tier 1, they are only there to assist new tier 1 reps learn and correct tier 1's oversights and mistakes. The responsibilities of product support engineers can be expanded and more should be hired.
