Brightpearl • Bristol, United Kingdom

Customer Support Specialist

Employment type:  Full time

Remote-first

Core hours 11–3

Job Description

About Brightpearl

Recently acquired by Sage, Brightpearl is 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.

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:

  • We offer a range of benefits that complement a competitive salary, including a share save scheme, bonus opportunities, and a contribution pension plan.
  • All colleagues get 25 days of paid annual leave with the option to buy up to another 5 days!
  • Days for colleagues to learn or develop skills and behaviours linked to their personal or career development.
  • We have the option to flex-start and end times during the week and flexible working.
  • We make a difference in the communities we live and work in, with 5 volunteer days every year for philanthropic activity!
  • Opportunity to collaborate and share success through company-wide socials and All Hands

About the Role

Our Technical Support Analyst 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!

This is a full-time, hybrid position. We are not sponsoring visas at this time.

Requirements

Your Day-to-Day

  • 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

What we're looking for in our new Technical Support Analyst

  • 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.

#li-Hybrid

Benefits

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.

Company benefits

Open to part-time employees
Enhanced maternity leave
Enhanced paternity leave
25 days annual leave + bank holidays
Work from home allowance
Comprehensive medical & dental plans
Offering Flexible and Remote working as standard
Pension match
Subsidised gym memberships
Learning & Development Platform

The FlexScore® is the result of a rigorous 2-step verification of a company’s flexibility

First we assess the flexibility options Brightpearl provides and then we anonymously survey a statistically significant proportion of their employees to make sure Brightpearl is as flexible as they say they are. Our assessment is based on the six key elements of flexibility: location, hours, autonomy, benefits, role modelling and work-life balance.

We ask the hard questions so you don’t have to.

Working at Brightpearl

Company employees

216

Gender diversity (male:female)

68:32

Office locations

Bristol UK & Austin Texas

Hiring Countries

United Kingdom
United States
What employees are saying

"I have worked in both of the Brightpearl offices: they both have their own special feel, partly due to the different people, but both offices are a place I want to be. When I started at Brightpearl, I was one of the few WFH'ers, not because it wasn't allowed, just because people were so happy to be surrounded by the rest of the team and the culture (and the beer fridge!). Brightpearl works because the people who work there want it to work – due to this they can and do trust us to deliver and achieve however best suits us, either in an office, at the bottom of the garden, or the well provisioned and comfortable office space in town (certainly a mixture of the two). I have nothing negative to say about the way Brightpearl treats its staff, I have never been happier in an organisation."

Anonymous Brightpearl Employee

Awards & Achievements
Most flexible Saas & Dev Software companies

Most flexible Saas & Dev Software companies

Industry awards 2022