Advanced Support

Bristol, UK
Come join an award-winning tech business in the heart of Bristol where we’re making the lives of retailers simpler by automating the back office.

Location: Bristol, UK

About the role

We are looking for a Customer Support- Line 2 agent to join our Bristol team. As a support team member, you will be at the core of Brightpearl ensuring customer satisfaction by diving into the product, 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 a product expert and assist our customers in achieving their goals with our software.

Your Day to Day

  • Provide outstanding phone, email, and chat based technical and account services support to our customers in a fast-paced 24×7 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
  • 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 and Atlassian’s Jira
  • 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

About You

  • At least 2 years of experience in a phone-based technical support or customer consulting position in a fast-paced environment
  • Content generation for help center documentation
  • Working knowledge of relational databases
  • Outstanding written and verbal communication skills, can-do attitude
  • 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 the ability to work under your own initiative
  • Highly motivated, self-directed, and well organised

Ideally you’ll have

  • Ability to analyse server logs (eg. PHP, Java, HTTP)
  • Accounting or bookkeeping, Finance, Business, IT, 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
  • Technical experience with SAAS platforms
  • Working knowledge of programming including PHP, HTML, Java and MySQL

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.