Job Description
ABOUT THE ROLE:
Come join one of 2020s Best Places to Work in the heart of downtown Austin where were making the lives of retailers simpler by automating the back office. Your part in it all as a Product Support Specialist? 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 advise them with best eCommerce practices. You will be the core of Brightpearl as we look to achieve a very high level of customer satisfaction.
We pride ourselves on work-life balance so before we get too into your day-to-day, here are some of the things we bring to the table: generous PTO (20 days in all) plus 12 holidays, stocked kitchen, 6th street location, 100% paid medical and dental, but thats not all, check out our website to see what else!
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 environment.
- Provide world class Customer First Support to our ever-growing customer base with your unsurpassed customer service and problem solving capabilities.
- Replicate customer reported issues and create a developer report with clear reproduction steps and analysis.
- Ability to recognise the 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.
- Ticket creation on the Zendesk support system.
- Escalate complex issues and summarise the investigation and observations.
- Building successful relationships with our customers, both internal and external.
- Proactively look to improve our service to customers by being sensitive to their business needs.
- Continuous improvement of product knowledge using our self-training tools and resources.
ABOUT YOU:
- Content generation for help center documentation.
- Outstanding written and verbal communication skills.
- A team first mindset, with high results, low ego orientation.
- Passion for technology and helping businesses succeed.
- Proven problem solver with ability to work under your own initiative.
IDEALLY YOU'LL HAVE:
- 1 year in a phone based technical support or customer consulting position in a fast paced environment.
- Accounting or Bookkeeping, Finance, Business, IT, Computer Science degree (Desirable)
- Experience and knowledge of APIs
- Stock management
- Order management
- Experience of online marketplaces such as eBay and Amazon
- Experience with online shopping carts such as Magento, Shopify, Bigcommerce
- Experience with products related to accounting, inventory, CRM and sales order processing
- Technical experience with SAAS platform
BENEFITS
BRIGHTPEARL PERKS:
- Join one of Austins Best Places to Work 2020
- Competitive compensation package: salary, stock options, medical benefits, 20 days of annual PTO and 12 Holidays
Right now, were all doing our part to flatten the curve by working from home, but whenever its safe to return to the office, we offer:
- 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
- Were 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 its like to work with us!
Ensuring a diverse and inclusive workplace where we collaborate and learn from each other is core to Brightpearls values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a supportive place to work.