Software Product Support

About the role


We are looking for a Product Support guru who has a love of customer service and web-based technology and is looking for an exciting opportunity that combines these two areas.

In the Product Support role you will be the first point of contact for Brightpearl customers who are looking for help using our cloud-based platform for retailers & wholesalers. You will learn to triage tickets, resolve simpler tickets and escalate more complex tickets to our Advanced Support team. You will interact with our customers through email, phone, forums and social media.

You’re a great match if you enjoy delivering excellence, possess fantastic troubleshooting skills and have the ability to dive deep into a new product to learn it inside out.

Role responsibilities:

  • Providing world-class technical support to Brightpearl customers via a wide range of communication channels.

  • Triage and resolution of basic technical support queries.

  • Escalation of more complex support queries.

  • Logging of tickets on Zendesk support system.

  • Building successful relationships with our customers.

  • 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.

Experience/Skills required:

  • Outstanding written and verbal communication skills, can do attitude.

  • A team first mindset, with high results, low ego orientation.

  • At least 1 year of experience in a phone based technical support or customer consulting position in a fast paced environment preferred

  • Collaborative and consultative work style.

  • Passion for technology and helping small businesses succeed.

  • Proven problem solver with ability to work under your own initiative.

  • Highly motivated, self-directed and well organized.

Experience/skills desired:

  • Previous experience with web-based software

  • Previous experience with an accounting or bookkeeping package

  • Experience of online marketplaces such as eBay and Amazon.

  • Experience with online shopping carts such as Magento, Shopify, Bigcommerce.

  • An appreciation of the challenges faced by small retailers / wholesalers.

  • Accounting, Finance, Business, or Computer Science degree.


We offer a competitive salary, plus a whole host of great benefits like a cycle purchase scheme, BUPA private medical and dental insurance, HealthShield cash plan, referral scheme, lots of social events and some seriously good coffee! We also offer the chance to work in a friendly office with lots of interesting clients (and colleagues).

Apply now