Product Support Specialist at Brightpearl

| Austin
Sorry, this job was removed at 1:02 p.m. (CST) on Tuesday, July 21, 2020
Find out who's hiring in Austin.
See all Operations jobs in Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

About the Role:

Come join one of 2020’s Best Places to Work in the heart of downtown Austin where we’re 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 that’s 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 with best eCommerce practices in a fast-paced 24x7 environment (expect up to 6 hours of talk / chat time a day)
  • 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.
  • 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 on eCommerce solutions.
  • Escalate complex data fixes and summarize the investigation and observations.
  • Ticket creation on Zendesk support system.
  • 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.

Your Qualifications

  • At least 1 year of experience in a phone based technical support or customer consulting position in a fast paced environment preferred
  • Content generation for help center documentation.
  • Working knowledge of relational databases.
  • Stock management and Order management experience preferred
  • Accounting, Finance, Business, or Computer Science degree preferred
  • Good understanding of APIs, email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.).
  • Experience working with eBay, Amazon, Magneto, Shopify, BigCommerce is a plus.
  • Experience with products related to accounting, inventory, CRM and sales order processing.
  • Good understanding of email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.).
  • Technical experience with SAAS platforms preferred.
  • Previous experience with web-based software
  • Previous experience with an accounting or bookkeeping package

Benefits

Brightpearl Perks:

  • Join one of Austin’s Best Places to Work 2019
  • Competitive compensation package: salary, stock options, medical benefits, 20 days of annual PTO and 12 Holidays
  • 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, 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 it’s like to work with

Brightpearl is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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 remote friendly so work wherever you’re successful!

An Insider's view of Brightpearl

What are some social events your company does?

The Company is transparent with employees offering weekly stand up meetings, monthly all-hands meetings & Friday happy hour in the office. In addition, we have monthly lunch-and-learns, volunteer opportunities & friendly departmental competitions. Holiday parties & group team building activities are an optional way to get to know your colleagues!

Sarah

Head of HR US

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
- Remote friendly
-Utilize interactive slack tools like Donut
-Work with you on providing all you need to succeed while working from home
-Frequent Socials e.g. our Movie Club, book club, Craft slack channels
- Your choice of curated snacks, coffee or tea delivered to your home
-Peer nominated Values Awards

Culture
Volunteer in local community
The Company offers paid volunteer opportunities annually for employees to work together on a community project.
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.
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
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.
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.
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
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.

More Jobs at Brightpearl11 open jobs
All Jobs
Finance
HR + Recruiting
Operations
Product
Project Mgmt
Sales
Project Mgmt
new
Austin
Product
new
Austin
Sales
new
Austin
Project Mgmt
new
Austin
Project Mgmt
new
Austin
Operations
new
Austin
HR + Recruiting
new
Austin
Sales
new
Austin
Operations
new
Austin
Sales
new
Austin
Finance
new
Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Brightpearl's full profileSee more Brightpearl jobs