Customer Support Specialist

Recently acquired by Sage, Brightpearl is an award-winning tech business, named one of 2022’s Best Places to Work in the heart of downtown Austin, as part of one of the fastest-growing technology companies in the city, the state and far beyond.

The acquisition of Brightpearl and Sage, accelerates our strategy for growth, including scaling Sage Intacct, broadening the value proposition for mid-sized businesses, and expanding Sage’s digital network.

Why you would love to join us

Brightpearl by Sage is the number one Retail Operating System for brands and retailers. We manage everything ‘after the buy button’ so that our customers can focus on growing fearlessly. “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 allowances
• A diverse and inclusive workplace
• Fantastic progression opportunities in a high growth business
• Opportunity to collaborate and share success through company-wide socials and All Hands

Location: Open to 100% remote only within the following US states AZ, CO, IL, FL, MD, NE, NC, OH, PA, TN, TX, UT, VA and WA.

Our Customer Support Specialist role is a great opportunity for anyone looking to break into the tech scene. In this role, you will be at the forefront exemplifying our People First value assisting our customers. You will become an ecommerce expert and offer best practices to our growing retail customer base. This role may be a fit for you if you are a curious self-starter with a love to troubleshoot. This role works cross functionally with virtually all of our departments so you’ll be able to see how a SaaS company operates. Your day-to-day will consist of answering client calls, responding to emails, and resolving tickets. Come join the team and enable our retailers to grow!

Requirements

• Handle inbound and outbound customer inquiries via phone and email
• Troubleshoot and replicate customer reported issues
• Document discoveries with clear reproduction steps and analysis for internal review
• Ability to recognize severity of issues and react appropriately
• Ability to work on time sensitive issues and provide timely resolution and clear customer communication
• Ability to identify and report trends and/or product knowledge gaps
• Build collaborative relationships internally within other departments
• Continuously push our self-training tools and resources to help customers be proactive
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services

• Ensure a Customer First Approach - FIFO while prioritizing higher tiers, updating the customer in a timely manner, and fully answering tickets.

• Experience with ecommerce platforms such as eBay, Amazon etc. is preferred.
• Technical experience with SAAS platforms preferred.
• Experience with an accounting or bookkeeping package preferred.
• Working knowledge of PHP & HTML preferred.
• Experience and knowledge of APIs (RESTful preferred).
• Experience in a phone based technical role preferred.
• Retail workflow experience preferred.

Benefits

• Join one of Austin’s Best Places to Work 2022
• Competitive compensation package: salary, medical benefits, 20 days of annual PTO and 12 Holidays and Your Birthday
• Work from home flexibility
• Stocked kitchen with snacks and beer on tap
• Work downtown Austin in an open and vibrant workspace
• Enjoy frequent Company events, team building activities and after hour socials
• We’re an energetic and inclusive organization
• We believe in promoting a healthy work-life balance and support remote working with management approval
• Check us out on Built In Austin to get more of an insight on what it’s like to work with us!

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.