Customer Support - Product Specialist
Brightpearl, United Kingdom
Job Description
About Brightpearl
We’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
--Have a voice and shape structure, team priorities and culture
--Flexible working and generous holiday allowances
And that’s not all. Check out our perks and benefits to see what else we offer!
About You
We 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 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.
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 look to improve our service to customers by being sensitive to their business needs
- Continuously improve your product knowledge using our self-training tools and resources.
Requirements
About you
- 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 organised
- 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 progr