Advanced Support Specialist

Flexible hours
Various work from home options
Employment type
Full time

Brightpearl are looking for an Advanced Suppport to join their team.

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
  • A transparent leadership team
  • Flexible working and generous holiday allowances

And that’s not all. Check out our perks and benefits to see what else we offer!

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 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
  • 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 organsed

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


Brightpearl Perks

  • You’ll be joining one of the top UK SaaS Companies based in central Bristol - named top city to live in
  • We offer a competitive salary, stock options and a pension matching scheme
  • 25 days of annual leave, plus long service awards and volunteering days to give back to the community
  • We promote health and well-being through comprehensive medical, dental insurance packages with Vitality, Bupa and HealthShield and subsidised gym memberships
  • We support work-life balance through flexi-time and hybrid working
  • Opportunity to collaborate and share success through company wide socials and All Hands

Brightpearl is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

Digital Operations
View company profile
Flexible hours
Various work from home options