Technical Support Specialist

At BigTime Software, we believe that exceptional customer support is more than just solving problems—it's about empowering our customers to succeed. As a Technical Support Specialist in our Phoenix office, you'll be at the heart of that mission. Acting as a trusted guide, you'll educate and support our customers via phone, email, or chat. You'll be delivering an outstanding customer experience every step of the way.
If you thrive on solving challenges and love connecting with people, we'd 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?
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' three 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:

• 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 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

BigTime Software, Inc. is proud to be an Equal Opportunity Employer
Applicants must be authorized to work in the U.S.
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.