Technical Support Analyst, Bazaarvoice
$49-60k
More information about location
UGC-based shopper engagement platform
Be an early applicant
UGC-based shopper engagement platform
1001+ employees
Be an early applicant
$49-60k
More information about location
1001+ employees
Company mission
To build smarter shopper experiences across the entire customer journey.
Role
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
Our take
User-generated content has become one of the biggest forces in online shopping and many people are turning to reviews from real customers instead of polished advertising campaigns. But that creates a challenge for brands, which now have to manage huge amounts of customer content while keeping it authentic and trustworthy.
Bazaarvoice is helping brands collect and share customer reviews, ratings, photos, and videos across online stores and social platforms. And its latest TikTok Shop integration allows brands to automatically place trusted customer reviews directly onto product pages, helping build trust and boost sales from day one.
Founded in 2005, Bazaarvoice now works with more than 13,000 brands and retailers worldwide, showing just how valuable authentic customer feedback has become in eCommerce. As shopping and social media continue to merge, demand for trusted user-generated content is only expected to grow, so its only likely Bazaarvoice will continue to grow too.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2008
$7.1m
SERIES C
Sep 2007
$8.8m
SERIES B
Total funding: $19.9m
Company 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.
Company HQ
Stonelake Office Park, Austin, TX
Leadership
Keith Nealon
(CEO)Advisory Board Member at Axonista. Previously President and General Manager of the Cloud Division at ShoreTel for 2 years, an Advisory Board Member at Smartling for 6 years, and CEO at Vyze for 4 years.
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