Technical Support Analyst - Tier 1

Job description

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's 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't 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](https://www.bazaarvoice.com/?page_id=32344&preview=true/#great-place-to-work) in the [US](https://www.bazaarvoice.com/blog/great-place-to-work-bazaarvoice/) , [Australia](https://www.bazaarvoice.com/blog/bazaarvoice-great-place-to-work-australia/?utm_campaign=voicestorm&utm_medium=social&utm_source=None&utm_content=fb87ed16-b1c4-44cf-b3d2-375d64f884a7), [India](https://www.bazaarvoice.com/blog/bazaarvoice-india-is-officially-a-great-place-to-work/), Lithuania, France, Germany and the [UK](https://www.bazaarvoice.com/blog/great-place-to-work-uk/)! Our Technical Support Analysts are the face of our company and are responsible for delivering exceptional 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 consulting our US clients, your work hours will be from **16:00 to 01:00**, Monday - Friday. Salary starts from 1770 EUR gross per month (including additional night hours bonus) depending on the experience and skills the candidate will bring to the role. ### What You Will Do - First point of contact for all post-sale client interactions - Receives all inbound client requests that derive from tickets via emails and escalations from internal colleagues. - Manage 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. ### Who You Are - Fluent in English to advanced business level. Additional language skills a bonus. - Exceptional communication skills which have been developed through experience in working directly with customers in either a B2B (preferred) or B2C environment. - You do not need to be deeply technical for this role but you should be keen to learn and grow within a technical, customer-supporting environment. - A drive/passion for providing exceptional customer service to each and every client. - Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expect