Advanced Support

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

Location: Austin, TX USA

About the Role

We are looking for a help desk agent who has a passion for providing exceptional customer service and web-based technology support. If this is you, then look no further. This is an exciting opportunity that combines these two areas.

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.

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. We’re looking to hire enthusiastic, positive self-starters and go-getters to join our growing team in Austin, Texas.

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 recognize 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 summarize 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
  • Stock management
  • Order management
  • 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 ability to work under your own initiative
  • Highly motivated, self-directed and well organized
  • Must be in Austin or willing to relocate
  • We are not sponsoring visas at this time

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.