Technical Support Analyst(Tier 1 Support)

About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping : loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It&aposs a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result Time and money spent on content that doesn&apost attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

It's official : Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!

Technical Support Analyst

Our Technical Support Analysts are the face of our company and are responsible for delivering exceptional Tier 1 customer service to our clients. We are looking for an individual who is passionate about customer service and enjoys regularly exceeding client expectations.

As you will be working with our APAC clients, your work hours will align with the business hours of our APAC office however they may be adjusted when necessary for legitimate business reasons. There is also a possibility you will be requested to provide support for North America or EMEA regions and will be expected to adjust your work hours accordingly however reasonable advance notice will be provided.

You do not need to be deeply technical for this role but should be keen to learn and grow within a technical, customer-supporting environment and have a drive / passion for providing exceptional customer service to each and every client.

Responsibilities

First point of contact for all post-sale client interactions

Provide Tier 1 support to clients via phone, chat, email and webform (Support website) and address escalations from internal stakeholders

Assist in the maintenance of the community portal and engage clients to resolve questions and requests within the community portal

Analyzes semi-complex problems, identifies solutions, and executes to solve with limited management oversight

Owns resolution for standard requests including marketing best practices, technical troubleshooting, billing inquiries, ROI reporting, moderation guidelines

Maintains client loyalty by serving customers above and beyond their expectations.

Uses tools and troubleshooting techniques and exercises good judgment in decision-making in order to routinely deliver exceptional client support at all times

Educates and assists other departments within Bazaarvoice regarding systems, tools, and processes for the management and resolution of client requests.

Responsible for writing standards & guidelines to improve scalability and quality

Engages in minor issues directly with clients but escalates any non-day-to-day events.

Understands the client experience and is proficient in the tools that clients interface with clients

Requirements

• 2- 4 years of industry experience.
• Exceptional communication skills which have been developed through experience in working directly with customers in either a B2B (preferred) or B2C environment.
• Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.
• This would be on APAC shift - 3.30 AM to 12 PM.

Preferred / Desired Qualifications Or Skills

Working experience with Salesforce, Confluence, and JIRA.

E-commerce knowledge and / or experience

Why You'll Love Working with Us

Why join Bazaarvoice

Customer is key

We see our own success through our customers' outcomes.

We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust

We believe in the power of authentic feedback because it's in our DNA.

We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance

Our energy is contagious, because we hire for passion, drive & curiosity.

We love what we do, and because we're laser focused on our mission.

Innovation over Imitation

We seek to innovate as we are not content with the status quo.

We embrace agility and experimentation as an advantage.

Stronger Together

We bring our whole selves to the mission and find value in diverse perspectives.

We champion what's best for Bazaarvoice before individuals or teams.

As a stronger company we build a stronger community.

Commitment to diversity and inclusion

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military / veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world's smartest network of consumers, brands, and retailers.

As part of our hiring process, a background check will be conducted. This will be done with your consent and will only include information relevant to the job.

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Skills Required

Salesforce, Confluence, Jira