Customer Support Specialist

| Austin | Hybrid
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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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Location

Our downtown 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.

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