Technical Support Analyst

2 hours, 11 minutes ago
Full-time
Junior
Customer and Technical Support
Bazaarvoice

Bazaarvoice

Bazaarvoice provides a software as a service platform that enables brands and retailers to manage and leverage user-generated content at scale, facilitating authentic shopper experiences through the collection, curation, and distribution of consumer-ge...

Internet Software & Services
251-1K
Founded 2005

Description

  • Prioritize and manage inbound customer requests across chat, phone, the support community portal, and internal escalations.
  • Analyze semi-complex to complex technical problems and execute root-cause solutions with limited management oversight.
  • Own resolution for technical requests related to User Access Management, Connections, Reporting, and Syndication.
  • Identify out-of-scope issues quickly and route them efficiently to the appropriate specialized teams.
  • Capture, create, and update knowledge articles as part of Knowledge-Centered Service (KCS) practices.
  • Use AI productivity tools and automation to streamline workflows, simplify diagnostics, and improve resolution speed.
  • Partner with Team Leads and senior peers to map new technical workflows and improve standard operating procedures.
  • Manage daily queue priorities and time effectively while consistently meeting or exceeding operational KPIs and CSAT metrics.
  • Support onboarding of new hires and share knowledge to raise team performance.
  • Develop subject matter expertise in specific products or features and provide feedback to Product and Engineering.

Requirements

  • 12+ months of experience in a high-touch Client Care or Technical Support role is highly preferred.
  • Experience supporting enterprise clients, large retailers, or global brands is highly preferred.
  • Exceptional written and verbal communication skills with a highly professional standard of English.
  • Experience with automation and modern AI-driven tools to improve productivity is strongly preferred.
  • Solid understanding of enterprise case management workflows and ticketing systems; experience with Salesforce, JIRA, or Google Workspace is an asset.
  • Foundational knowledge of HTML, CSS, and JavaScript is a strong advantage for diagnosing platform integrations.
  • Self-motivated, resilient, and able to thrive in a fast-paced environment.
  • Strong client advocacy mindset and willingness to go above and beyond for customers.
  • Must be able to complete a background check.
  • Remote position based in the United States.

Benefits

  • OTE compensation range of $49,487 to $74,230 per year.
  • Remote work opportunity in the United States.
  • Customer-first culture focused on transparency, integrity, and performance.
  • Commitment to diversity and inclusion with equal employment opportunities.
  • Opportunity to work with AI tools and automation in the support workflow.
  • Background check process includes additional information and written consent before proceeding.

Interested in this position?

Apply directly on the company website

Apply Now

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