Customer Support Specialist at Brightpearl

| Austin
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About the Role:

Within this role, you’ll operate with three lines of support. The Customer 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’ll be primarily responsible for diagnosing and resolving customer issues via phone and ticket queries. As part of our team, you'll find yourself assisting internal departments with technical issues and providing insight into client accounts. You will be equipped with product and platform knowledge to ensure your success within this role. Achieving and maintaining a high level of customer satisfaction throughout the lifespan of each query will be your number one priority.

Work Environment:

Work can be performed in a hybrid setting (work in the office and remotely).

About You:

The Support team at Brightpearl is looking for a dynamic and motivated candidate for the Customer Support Specialist role. The ideal candidate will embody a ‘customer first’ mindset and a passion for problem solving. This role requires an ambitious self-starter with no apprehension to deep dive into technical issues, strong work ethic, excellent communication and collaboration skills.

Your Day-to-Day:

  • Inbound and outbound customer inquiries via phone and email
  • Troubleshoot and replicate customer reported issues
  • Document discoveries with clear reproduction steps and analysis for internal review
  • Ability to recognize severity of issues and react appropriately
  • Ability to work on time sensitive issues and provide timely resolution and clear customer communication
  • Ability to identify and report trends and/or product knowledge gaps
  • Build collaborative relationships internally within other departments
  • Continuously push our self-training tools and resources to help customers be proactive
  • Document and update customer records based on interactions
  • Develop and maintain a knowledge base of the evolving products and services

Requirements

Knowledge, Skills and Abilities:

  • Passion for troubleshooting technical issues
  • Demonstrate a “client first” mentality and a drive to exceed customer expectations
  • Experience in a fast-paced, customer facing environment
  • Demonstrate Brightpearl Values; without exception
  • Demonstrate the willingness and ability to learn on the fly and be comfortable with ambiguity
  • A team first mindset, with high results, low ego orientation
  • Proven problem solver with ability to work under your own initiative
  • Excellent written, oral and listening communication skills
  • Highly motivated, self-directed and well organized
  • Ability to maintain the highest level of professionalism, confidence and empathy while directly dealing with internal and external customers
  • Work collaboratively in a team environment and interact well with all levels of the organization
  • Exhibit patience in learning new processes

Ideal but not Required:

  • Experience and knowledge of APIs
  • Experience in the ecommerce industry and applications such as Magento, Shopify, Bigcommerce, eBay, Amazon and any of our other integrations here
  • Experience with products related to accounting, inventory, CRM and sales order processing
  • Technical experience with SAAS platforms
  • Previous experience with web-based software
  • Previous experience with an accounting or bookkeeping package
  • Preferably located in Austin, Texas or willing to relocate
  • We will not be sponsoring any visas at this time
  • Working knowledge of the internet and web browsers such as Chrome, Safari, Internet Explorer and Firefox

Benefits

US 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.

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • ExpressFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • JIRAManagement

Location

Our office is located on 7th and Brazos near some great lunch spots and the train station. We’re offer a flexible work environment to encourage productivity.

An Insider's view of Brightpearl

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

Employee Experience 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

Presales Engineer

What are Brightpearl Perks + Benefits

Brightpearl Benefits Overview

We pride ourselves on being People First. Here's how we are fostering an inclusive and caring culture in a remote world:
-Cover 100% of medical, dental, and vision for employees.
-Offer 20 days of PTO plus 12 paid holidays.
-Buddy program for new team members
- Flexible work environment- We were chosen as one of the Top 50 Most Flexible Companies of 2021 by Flexa Careers
- Interactive slack tools like Donut
-Work with you on providing all you need to succeed
-Frequent Socials e.g. our Movie Club, book club, Craft slack channels
- Participation in Perks platform Juno. With points given each month to use on whatever wellness means to you!
-Peer nominated Values Awards

Culture
Volunteer in local community
The Company offers 8 paid volunteer hours annually for employees to work together on worthwhile community projects.
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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.
Mental Health Benefits
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.
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
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
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.
Company Outings
Brightpearl has team-building events, Company-wide holiday parties, a BBQ family-friendly event and many opportunities for happy hour as well.
Game Room
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.
Happy Hours
Parking
Parking is reimbursed up to $150 per month for parking in Austin.
Relocation Assistance
Fitness Subsidies
We have partnered with Gold's gym to offer our team discounted rates!
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

Brightpearl has an Employee Assistance Program which provides free and confidential counseling and financial advice.

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