Product Support Specialist Line 3

| Austin | Hybrid
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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

You will be responsible for diagnosing and resolving customer issues by 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.

Your Day-to-Day

  • Provide outstanding phone, email, and chat based technical and account services support to our customers with best eCommerce practices in a fast-paced 24x7 environment
  • 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.
  • Manage escalated data fixes and summarize the investigation and observations.
  • Continuously improving product & technical knowledge using our self-training tools and resources.

Requirements

About You

  • Knowledge of writing efficient MySQL queries, and the ability to analyze results of those queries and their impact on user data.
  • Experience with content generation for help center documentation.
  • Working knowledge of relational databases.
  • Experience with ecommerce platforms such as eBay, Amazon etc. is preferred.
  • Technical experience with SAAS platforms preferred.
  • Experience with an accounting or bookkeeping package preferred.
  • Working knowledge of PHP & HTML preferred.
  • Experience and knowledge of APIs (RESTful preferred).
  • At least 3 years of experience in a phone based technical role preferred.
  • Retail workflow experience preferred.

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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