About Brightpearl

Come join one of 2021’s Best Places to Work in the heart of downtown Austin. Brightpearl is the number one digital operations platform (DOP) for brands and retailers. We manage everything ‘after the buy button’ so that our customers can focus on growing their business. “People First” is one of our core company value, so before we get too into your day to day, here’s a taster of what we bring to the table:

• The opportunity to work with talented people
• A transparent leadership team
• Flexible working and generous holiday allowances

And that’s not all. Check out our perks and benefits to see what else we offer!

About the Role

We are looking for a Customer Support- Line 2 agent to join our Austin team. As a support team member, you will be at the core of Brightpearl ensuring customer satisfaction by diving into the product, 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 a product expert and assist our customers in achieving their goals with our software.

Your Day to Day

• 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
• 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 and Atlassian’s Jira
• 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

Requirements

About You

• At least 2 years of experience in a phone based technical support or customer consulting position in a fast paced environment
• Content generation for help center documentation
• Working knowledge of relational databases
• Stock management
• Order management
• Outstanding written and verbal communication skills, can do attitude
• A team first mindset, with high results, low ego orientation
• Collaborative and consultative work style
• Passion for technology and helping businesses succeed
• Proven problem solver with ability to work under your own initiative
• Highly motivated, self-directed and well organized
• Must be in Austin or willing to relocate
• We are not sponsoring visas at this time

Ideally you’ll have

• Ability to analyse server logs (eg. PHP, Java, HTTP)
• Accounting or bookkeeping, Finance, Business, IT, Computer Science degree
• Experience and knowledge of APIs
• Good understanding of email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.)
• 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 platforms
• Working knowledge of programming including PHP, HTML, Java and MySQL

Benefits

Brightpearl Perks

• Join one of Austin’s Best Places to Work 2021
• Competitive compensation package: salary, medical benefits, 20 days of annual PTO and 12 Holidays and Your Birthday

Right now, we’re 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
• We’re an energetic and inclusive organization
• We 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 us!

Ensuring a diverse and inclusive workplace where we collaborate and learn from each other is core to Brightpearl’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a supportive place to work.