Product Support Specialist

Brightpearl ,
Bristol, Bristol
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Job Description

About Brightpearl: Were an award-winning tech business, recently named Top UK SaaS Company to work for and our UK HQ is located in Bristol - named top city to live! Brightpearl is the retail operations platform for cool brands and retailers. We help over 1,400 omnichannel businesses selling finished goods, trading $2.5m-$50m a year in 53 countries to streamline their back office operations. We delight our customers by getting them up and running with Brightpearl in less than 60 days - thats twice as fast as our competitors, and empowering them to make smart decisions to grow efficiently. About You: We are looking for a support helpdesk agent who has a passion of providing exceptional customer service and web-based technology support, If so, then look no further. This is an exciting opportunity that combines these two areas. This role will be a perfect match for you if you pride yourself in delivering excellence, possess fantastic troubleshooting and customer service skills, whilst having the ability to dive deep into a new product to learn it inside out. Were looking to hire enthusiastic, positive self-starters and go-getters to join our growing team in Bristol, UK. About the role: Within this role we operate with three lines of support. The Customer 1st 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 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 be the core of Brightpearl as we look to achieve a very high level of customer satisfaction. Requirements Your Day-to-Day Life: * Provide outstanding phone, email, and chat based technical and account services support to our customers in a fast-paced 24x7 environment (expect up to 6 hours of talk/ chat time a day) * Provide world class Customer 1st Support to our ever-growing customer base with your unsurpassed customer service and problem solving capabilities * Replicate customer reported issues and transfer to a developer report with clear reproduction steps and analysis * Ability to recognise 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 solutions * Escalate complex data fixes and summarise 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 years of experience in a phone based technical support or customer consulting position in a fast paced environment preferred * Content generation for help centre documentation * Working knowledge of relational databases * Stock management and order management experience * Outstanding written and verbal communication skills * A team first mindset, with high results, low ego orientation * Collaborative and consultative work style * Passion for technology and helping businesses succeed * Proven problem solver with ability to work under your own initiative * Highly motivated, self-directed and well organized * Accounting, Finance, Business, or Computer Science degree * Experience and knowledge of APIs * Good understanding of email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.) * Experience of online marketplaces such as eBay and Amazon * Experience with online shopping carts such as Magento, Shopify, Bigcommerce * 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 * Working knowledge of programming * Previous experience with web-based software * Previous experience with an accounting or bookkeeping package Benefits Brightpearl Perks: * Youll be joining one of the top UK SaaS Companies based in central Bristol - named top city to live in * We offer a competitive salary, stock options and a pension matching scheme * 25 days of annual leave, plus long service awards and volunteering days to give back to the community * We promote health and well-being through comprehensive medical, dental insurance packag

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