Technical Support Analyst

Who you are

• 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
• 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

What the job involves

• The Technical Support Analyst is responsible for delivering exceptional customer service to Bazaarvoice clients
• This role requires experience in high-touch technical support, connecting directly with customers using real-time channels like phone and chat, cross-functional collaboration, a focus on developing and sharing knowledge, and ensuring a standard of excellence where good is never enough
• Operating with a high degree of autonomy and accountability, you will manage complex troubleshooting scenarios while acting as a premium customer advocate
• You will actively champion a knowledge-first culture and embrace modern AI tools and automation to streamline your workflows, eliminate friction, and make the support experience easier and more efficient for both yourself and our clients
• 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

Benefits

• Mental wellness matters: All team members get access to the Modern Health platform, which provides resources for personal/professional coaching, therapy, and meditation.
• Improve your community and b:generous: We believe in investing our time and money to support our communities globally.
• Embrace wellness and reward others: Through our YouEarnedIt platform, achievements, wellness, volunteering, and coaching is celebrated and rewarded, and everyone has a voice.
• Paid sabbaticals: We reward employees for hard work. After five years with Bazaarvoice, you can apply for an eight-week paid sabbatical.
• Recognition-based culture: We provide opportunities for annual merit rewards, company bonus schemes, and growth within your role.
• Flexible work from home policies: The working world has changed. So have we.