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Product Support Specialist

| Austin

Your Team:

We’re an award-winning business, recently voted Best Small Companies in Austin! Brightpearl exists to automate retail so merchants can spend their time and money growing the business.

Brightpearl is designed for retailers and wholesalers and enables omnichannel merchants to manage the heart of their business easily from one single system. Over 1,200 businesses in 26 countries use our platform and we manage over 10m transactions and $3b of business a year. Brightpearl is a cloud platform which typically gets retail businesses up and running in less than 60 days - twice as fast as our competitors. We are increasing our investment across the teams to take us to the next level and we’re looking for proactive self-starters to hit the ground running on our Support team.

Brightpearl’s US headquarters is in the heart of downtown Austin with a global headquarters in Bristol, UK.

About You:

We are looking for a support helpdesk agent who has a passion of providing exceptional customer service and web-based technology support, If so, then look no further. This is an exciting opportunity that combines these two areas. If you are a proven problem solver with ability to work under your own initiative and are highly motivated, self-directed and well organized, you will be a great fit for this role. We need a team player with outstanding written and verbal communication skills to add to our already successful support team.

This role will be a perfect match for you if you pride yourself in delivering excellence, possess fantastic troubleshooting and customer service skills, whilst having the ability to dive deep into a new product to learn it inside out. We’re looking to hire enthusiastic, positive self-starters and go-getters to join our growing team in Austin, TX.

About the Role:

Within this role we operate with three lines of support. The Customer 1st Support team is the ‘go to’ team for Brightpearl customers, both internal and external, who are looking for assistance with our cloud-based platform in which we serve both retailers and wholesalers.

You will be responsible for diagnosing and resolving customer issues using a combination of technical experience, platform analysis tools and advanced database analysis tools where product knowledge and standard workflows have failed. You will be the core of Brightpearl as we look to achieve a very high level of customer satisfaction.

Requirements

Your Day-to-Day Life:

  • Provide outstanding phone, email, and chat based technical and account services support to our customers in a fast-paced 24x7 environment (expect up to 6 hours of talk / chat time a day)
  • Provide world class Customer 1st Support to our ever-growing customer base with your unsurpassed customer service and problem solving capabilities
  • Replicate customer reported issues and transfer to a developer report with clear reproduction steps and analysis.
  • Ability to recognize severity of issues and react appropriately.
  • Ability to work on time sensitive issues and provide timely resolution and clear customer communication.
  • Occasional ‘on call’ rota availability for emergency issues outside of normal working hours.
  • Feedback to support team colleagues to develop product knowledge and understanding.
  • Develop excellent database structure knowledge.
  • Decrease incoming volume by striving toward first contact resolution and proactively advising customers on best practices solutions.
  • Escalate complex data fixes and summarize the investigation and observations.
  • Ticket creation on Zendesk support system.
  • Building successful relationships with our customers, both internal and external.
  • Proactively looking to improve our service to customers by being sensitive to their business needs.
  • Continuously improving product knowledge using our self-training tools and resources.

Your Qualifications

  • At least 1 years of experience in a phone based technical support or customer consulting position in a fast paced environment preferred
  • Content generation for help centre documentation.
  • Working knowledge of relational databases.
  • Stock management and Order management experience preferred
  • Accounting, Finance, Business, or Computer Science degree preferred
  • Good understanding of APIs, email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.).
  • Experience working with eBay, Amazon, Magneto, Shopify, BigCommerce is a plus.
  • Experience with products related to accounting, inventory, CRM and sales order processing.
  • Good understanding of email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.).
  • Technical experience with SAAS platforms preferred.
  • Previous experience with web-based software
  • Previous experience with an accounting or bookkeeping package

Benefits

Brightpearl Perks:

  • Join one of Austin’s Best Places to Work 2018
  • Competitive compensation package: salary, stock options, medical benefits, 20 days of annual PTO and 12 Holidays
  • Stocked Kitchen with snacks and beer on tap
  • Work downtown Austin in an open and vibrant workspace
  • Enjoy frequent Company events, team building activities and after hour socials
  • We’re an energetic, driven organization who believe in promoting a healthy work-life balance and support remote working with management approval.

Check us out on Built In Austin to get more of an insight on what it’s like to work with

Read Full Job Description

Location

Located on 7th and Brazos, there's a great selection of lunch spots and coffee shops. We're also a short walk to the train stop!

An Insider's view of Brightpearl

What are some social events your company does?

The Company is transparent with employees offering weekly stand up meetings, monthly all-hands meetings & Friday happy hour in the office. In addition, we have monthly lunch-and-learns, volunteer opportunities & friendly departmental competitions. Holiday parties & group team building activities are an optional way to get to know your colleagues!

Sarah

Head of HR US

How do you collaborate with other teams in the company?

Brightpearl has given me an amazing opportunity to see creative collaboration, support, and teamwork across departments where even the execs aren't afraid to dive in to assist and support our customers. I am so proud of my company for getting on the Built in Austin's Best Places to Work list, it was well deserved.

AJ

Professional Services Project Manager

What makes someone successful on your team?

You have to be a self starter and vocal about what you need. Management wants you to be successful and will help you along the path to success, so don't be shy.

Nikki

Office & Operations Manager

What’s the vibe like in the office?

It's great to be a part of a company where your contributions are recognized and encouraged. From day one, I've felt support from the team and have consistently been provided insight on Brightpearl's trajectory. I'm incredibly excited for both the future of my career here, and the future of Brightpearl.

EJ

Account Manager

What are Brightpearl Perks + Benefits

Culture
Volunteer in local community
The Company offers paid volunteer opportunities annually for employees to work together on a community project.
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Brightpearl offers the opportunity for employees to save money on a pre-tax basis for things that they are already paying for on medical, dependent care and commuter expenses.
Disability Insurance
Brightpearl pays 100% of the cost for Short-term and Long-term disability benefits.
Dental Benefits
Brightpearl's dental plan pays 100% of the cost for preventive care 2x in a 12 month period. The employee premium is covered at 100% by the Company.
Vision Benefits
Our vision plan is through one of the largest network of providers. Brightpearl pays 100% of the employee premium for this benefit.
Health Insurance Benefits
We have two Medical plans. A High Deductible Plan with a HSA option which the Company contributes to every pay period. Also a traditional PPO plan. Both employee premiums paid 100% by the Company.
Life Insurance
Brightpearl pays for 1x base annual salary for every employee.
Onsite Gym
Our Austin office has access to an onsite fitness facility for all employees.
Retirement & Stock Options Benefits
401(K)
Our 401K plan is currently through Vanguard and offers a wide selection of funds to choose from to round out your saving options. We also offer a ROTH choice as well.
Company Equity
Vacation & Time Off Benefits
Generous PTO
Our PTO plan gives employees 120 hours of time to use for vacation or personal reasons.
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Paid Holidays
Brightpearl offers 12 holiday days including the employee's birthday!
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Brightpearl focuses and the work that the employees contributes and supports each employee to come to work in a casual office dress.
Commuter Benefits
Company Outings
Brightpearl has team-building events, Company-wide holiday parties, a BBQ family-friendly event and many opportunities for happy hour as well.
Stocked Kitchen
Brightpearl has a stocked kitchen with coffee, tea and snacks.
Some Meals Provided
The Company will host frequent lunch and learn opportunities for the employees.
Parking
Parking is reimbursed up to $150 per month for parking in Austin.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Promote from within
Online course subscriptions available

Additional Perks + Benefits

The Company also pays for a College Assistance Program which offers free access to professionals to help you with college planning and debt related to education. Also, Brightpearl has an Employee Assistance Program which provides free and confidential counseling and financial advice.

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