Technical Support Analyst.

Summary

Bazaarvoice creates smart shopping experiences by connecting brands and retailers with consumers through enterprise technology and user-generated content. The Technical Support Analyst provides high-touch technical support through phone, chat, community portals, and internal escalations, while troubleshooting complex issues, developing knowledge resources, using AI and automation, and advocating for clients.

Responsibilities

• Prioritize and manage inbound customer requests across real-time channels (chat, phone), the support community portal, and internal escalations
• Analyze semi-complex to complex technical problems to identify and execute root-cause solutions with limited management oversight
• Own resolution for technical requests including User Access Management, Connections, Reporting, and Syndication, ensuring good is never the baseline for success
• Quickly recognize out-of-scope issues and leverage internal workflows to route them efficiently to specialized teams without delaying customer resolution
• KCS Implementation: Actively participate in Knowledge-Centered Service (KCS) methodologies by capturing, creating, and updating internal and external knowledge articles as a natural byproduct of the troubleshooting process
• Embrace and utilize AI productivity tools and automation embedded in our tech stack to speed up resolution times, simplify complex diagnostics, and focus on meaningful customer interactions
• Partner with Team Leads and senior peers to map new technical workflows, closing process gaps and making standard operating procedures clear across the global support organization
• High-Accountability Performance: Own your daily queue and time management effectively, consistently meeting and exceeding key operational KPIs and customer satisfaction (CSAT) metrics
• Lead by example by maintaining high performance standards, supporting the onboarding of new hires, and sharing knowledge to elevate the entire team
• Formulate data-driven opinions on workflow friction or process gaps and provide proactive, constructive feedback to leadership
• Develop deep Subject Matter Expertise (SME) in specific products or features, providing feature-specific updates to the team and actionable feedback to Product and Engineering

Skills

• Exceptional written and verbal communication skills, with the ability to maintain a highly professional standard of English across digital and live channels
• Passion for using automation and modern AI-driven tools to simplify workloads and enhance productivity
• Solid understanding of enterprise case management workflows and ticketing infrastructure (experience with Salesforce, JIRA, or Google Workspace is an asset)
• Foundational knowledge of frontend web technologies (HTML, CSS, and JavaScript) is a strong advantage for diagnosing platform integrations
• A self-motivated, resilient team player who thrives in a fast-paced environment and naturally goes above and beyond to advocate for the client
• 12+ months of experience in a high-touch Client Care or Technical Support role is highly preferred, with a proven track record of managing enterprise clients, large retailers, or global brands

Qualifications

Must Haves

• Exceptional written and verbal communication skills, with the ability to maintain a highly professional standard of English across digital and live channels
• Passion for using automation and modern AI-driven tools to simplify workloads and enhance productivity
• Solid understanding of enterprise case management workflows and ticketing infrastructure (experience with Salesforce, JIRA, or Google Workspace is an asset)
• Foundational knowledge of frontend web technologies (HTML, CSS, and JavaScript) is a strong advantage for diagnosing platform integrations
• A self-motivated, resilient team player who thrives in a fast-paced environment and naturally goes above and beyond to advocate for the client

Nice to Haves

• 12+ months of experience in a high-touch Client Care or Technical Support role is highly preferred, with a proven track record of managing enterprise clients, large retailers, or global brands

Benefits

• Remote work