Technical Support Analyst.

Remote, United States

Full-Time

Mid (3-6 yrs)

Customer Success & Support

First posted 104 days ago

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.

What You'll Do:

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

What You'll Bring:

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.

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.

Want to see our culture in action? Explore our global Linkedin Life Page, Life at Bazaarvoice to see the bigger picture, or visit our North America Life Page to meet our regional teams and see what life is like in our local offices.

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 final selection process, the successful candidate will be required to undergo a routine pre-employment background check. This process is strictly conditional upon your prior written consent.

Apply for this position