Description
About Brightpearl
Come join one of 2022’s Best Places to Work in the heart of downtown Austin, as part of one of the fastest-growing technology companies in the city, the state and far beyond.
Brightpearl is the number one Retail Operating System for brands and retailers. We manage everything ‘after the buy button’ so that our customers can focus on growing fearlessly. “People First” is one of our core company values, 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
A diverse and inclusive workplace
Fantastic progression opportunities in a high growth business
And that’s not all. Check out our other perks and benefits to see what else we offer!
We will not be sponsoring any visas at this time. Remote candidates will be considered in the following US locations (AZ, FL, GA, IL, MD, NE, NC, OH, PA, TN, TX, UT, VA, WA).
About the Role
Our Customer Support Specialist role is a great opportunity for anyone looking to break into the tech scene. In this role, you will be at the forefront exemplifying our People First value assisting our customers. You will become an ecommerce expert and offer best practices to our growing retail customer base. This role may be a fit for you if you are a curious self-starter with a love to troubleshoot. This role works cross functionally with virtually all of our departments so you’ll be able to see how a SaaS company operates. Your day-to-day will consist of answering client calls, responding to emails, and resolving tickets. Come join the team and enable our retailers to grow!
Your Day-to-Day
Handle 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
About You
Ensure a Customer First Approach – FIFO while prioritizing higher tiers, updating the customer in a timely manner, and fully answering tickets.
Achieve consistently all L1 agent goals.
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).
Experience in a phone based technical role preferred.
Retail workflow experience preferred.
Benefits
Benefits
Join one of Austin’s Best Places to Work 2022
Competitive compensation package: salary, medical benefits, 20 days of annual PTO and 12 Holidays and Your Birthday
Work from home flexibility
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.