Customer Support - Product Specialist
: Job Details :


Company : Brightpearl


Job Location : Bristol, England, gb


Posted on : 2021-04-05


Job Description :

About BrightpearlWe’re an award-winning tech business, recently named the Top UK SaaS Company to work for.
Our UK HQ is located in Bristol, cited as being one of the fast growing technology hubs in the country.
Brightpearl is the number one digital operations platform (DOP) for brands and retailers .
We manage everything ‘after the buy button’ so that our customers can focus on growing their business.
“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 allowancesAnd that’s not all.
Check out our perks and benefits to see what else we offer!About YouWe are looking for a support helpdesk agent who has a passion for providing exceptional customer service and web-based technology support.
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.
We’re looking to hire enthusiastic, positive self-starters to join our growing team in Bristol, UK.
About the RoleWithin 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.
Your Day-to-DayProvide 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 capabilitiesReplicate customer reported issues and transfer to a developer report with clear reproduction steps and analysisAbility to recognise severity of issues and react appropriatelyAbility to work on time sensitive issues and provide timely resolution and clear customer communicationOccasional ‘on call’ rota availability for emergency issues outside of normal working hoursFeedback to support team colleagues to develop product knowledge and understandingDevelop excellent database structure knowledgeDecrease incoming volume by striving toward first contact resolution and proactively advising customers on best practices solutionsEscalate complex data fixes and summarise the investigation and observations.
Ticket creation on Zendesk support systemBuilding successful relationships with our customers, both internal and externalProactively look to improve our service to customers by being sensitive to their business needsContinuously improve your product knowledge using our self-training tools and resources.
About YouAt least 1 years of experience in a phone based technical support or customer consulting position in a fast paced environment preferredContent generation for help centre documentationWorking knowledge of relational databasesStock management and order management experienceOutstanding written and verbal communication skillsA team first mindset, with high results, low ego orientationCollaborative and consultative work stylePassion for technology and helping businesses succeedProven problem solver with ability to work under your own initiativeHighly motivated, self-directed and well organisedAccounting, Finance, Business, or Computer Science degreeExperience and knowledge of APIsGood understanding of email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.
)Experience of online marketplaces such as eBay and AmazonExperience with online shopping carts such as Magento, Shopify, BigcommerceExperience with products related to accounting, inventory, CRM and sales order processingGood understanding of email protocol (SMTP) and Domain Name Servers (SPF records, CNAME, A records etc.
)Technical experience with SAAS platformsWorking knowledge of programmingPrevious experience with web-based softwarePrevious experience with an accounting or bookkeeping packageBenefitsYou’ll be joining one of the top UK SaaS Companies based in central Bristol - named top city to live inWe offer a competitive salary, stock options and a pension matching scheme25 days of annual leave, plus long service awards and volunteering days to give back to the communityWe promote health and well-being through comprehensive medical, dental insurance packages with Vitality, Bupa and HealthShield and subsidised gym membershipsWe support work-life balance through flexi-time and working from home opportunitiesOpportunity to collaborate and share success through company wide socials and All HandsEnsuring 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.



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