• Provide support of hardware and software solutions deployed in clerical, clinical, and work-from-home environments • Assist staff with the installation, relocation, configuration, and ongoing functionality of desktop computers, peripheral equipment, and software within established standards and guidelines • Computer imaging and hardware troubleshooting of both laptop and desktop computers along with a thorough understanding of Microsoft operating systems and accompanying software • Maintain inventory levels and facilitate and track shipments of IT equipment to end users • Act as liaison between IT and Branch Sites/Offices for various IT and Operational projects and evolutions • Monitor and complete all support and project-related tasks and activities • Enter, monitor, and complete all entries in the Support Desk tracking system • Interact with Subject Matter Experts (SMEs) from other IT teams to resolve user issues • Utilize industry best practices to maintain appropriate level of LAN/WAN and computer systems security as established • Identify and work with Cyber Team support staff to rectify any noted deficiencies

Welcome to the Agentic Commerce EraAt Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you. As a Technical Customer Support Representative, you will be responsible for supporting, providing value to, and powering the growth of merchants using the world’s best, and most successful, eCommerce platform for growing businesses. You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more. What You'll Do: - Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment (expect up to 7.5 hours of talk/chat time a day) - Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities - Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand - Communicate with the management team and developers to improve product functionality and resolve issues - Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices - Assist customers with common billing, invoice, and account issues - Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently - Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization Who You Are: - A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence - Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact center preferred - Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required - Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together - Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation - Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers - Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally - Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred Additional Requirements: - We have a variety of schedules available and will include evenings, weekends, and holidays This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities. #LI-KE1 #LI-REMOTE (Pay Transparency Range - $19.00 - $21.00) The exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications. Inclusion and BelongingAt Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team. Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/ Protect Yourself Against Hiring Scams: Our Corporate Disclaimer Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers. Be advised: Commerce does not offer jobs to individuals who do not go through our formal hiring process. Commerce will never: - require payment of recruitment fees from candidates; - request personally identifiable information through unsanctioned websites or applications; - attempt to solicit money from you as part of the hiring process or as part of an employment offer; - solicit money to complete visa requirements as part of a job offer. If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.

• The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber’s technical support function. • This individual will lead a team of technical support professionals, as a player-coach, dedicated to delivering timely, high-quality resolution experiences for Managed Service Provider (MSP) partners. • Define and drive the multi-year vision and roadmap for the Technical Support function. • Own all support KPIs end-to-end, including NPS, MTTR, first contact resolution, escalation rate, and SLA adherence, alongside the development of new AI-era metrics. • Recruit, develop, and retain a high-performing team of technical support engineers and team leads. • Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops. • Oversee the support team’s role during critical security incidents affecting MSP partners. • Continuously evaluate and improve support workflows, escalation paths, and tooling to increase resolution velocity. • Build and maintain a continuously improving knowledge base.

• Provide technical training to new service provider technicians • Support ongoing advanced training at Regional Training Centers • Maintain a mindset of continuous improvement for training • Develop and implement training programs and materials • Provide excellent customer service to service providers and customers • Communicate highly technical information effectively • Provide technical assistance for escalated issues • Collaborate with Technical Product Support team • Assist in technical troubleshooting questions