Product Support Representative

BigTime Software is seeking a Product Support Representative to join our team in our Chicago, Illinois office.

As a Product Support Specialist, you will educate our customers about our products and services. Our Product support specialists are our Brand Ambassadors. You will become an expert at workflows and answer any questions related to our platform. You will deliver exceptional support to customers through phone, email and chat. This is an exciting opportunity to join a team of talented individuals who have a passion for helping our customers maximize their utilization with our product and assist with any issues they are having. 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!

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 been 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 You’ll Be 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

• 0-3 years of customer service experience (software experience is 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 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 a quarterly 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
• Generous time off and paid company holidays
• Weekly Lunch Credit via GrubHub and company paid GrubHub+ (free unlimited delivery)
• Fresh fruit, snacks, cold brew coffee/tea, soda and sparkling water
• Company provided latest technology & software tools
• Chicago & Boston office offer onsite gym

BigTime Software, Inc. is proud to be an Equal Opportunity Employer

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.