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Manager of Technical Support (Tier 1)

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About Bazaarvoice

 

Bazaarvoice connects brands and retailers to consumers, so that every shopping experience feels personal. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions reach in-market shoppers, personalize their experiences, and give them the confidence to buy. Each month in the Bazaarvoice Network, more than a billion consumers view and share authentic content including reviews, questions and answers, and social photos across 6,000 brand and retail websites. Across the network, Bazaarvoice captures billions of shopper signals monthly - data that powers high-efficiency digital advertising and personalization with unmatched relevance.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, and Australia. For more information, visit bazaarvoice.com.

 

Why join Bazaarvoice?

 

- We’re committed to client success: There are over 5K brand and retail websites in the Bazaarvoice network. Our clients represent some of the world’s leading companies across a wide range of industries including retail, apparel, automotive, consumer electronics and travel.

- We’re leaders in consumer-generated content: Each month, more than one-half billion consumers view and share authentic consumer-generated content, such as ratings and reviews, curated photos, social posts and videos, about products in our network. Last year, 135K reviews were submitted each day.

- Our network delivers: Network analytics provide insights that help marketers and advertisers provide more engaging experiences that drive brand awareness, consideration, sales, and loyalty.

- We’re a great place to work: We pride ourselves on our unique culture. Join a company that values passion, innovation, authenticity, generosity, respect, teamwork, and performance.

 

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.


**Who We’re Looking For:**

Bazaarvoice is looking for a Tier 1 Technical Support Manager who will be responsible for driving Customer Satisfaction (CSAT) by leading teams of Technical Support Analysts who are responsible for delivering exceptional customer service to our clients. The Manager leads a team of individuals who are the first point of contact for all client interactions and rapidly diagnose as well as solve client requests derived from support tickets, live chat, phone, email as well as escalations from internal colleagues providing exceptional customer service. This metrics-intensive role works closely with the Managing Director of Global Services and US-based Leaders to continuously analyze and improve Tier 1 support processes while managing the team.


**Responsibilities:**

·        Take ownership of the team and work with Management to drive performance that aligns with team KPIs.

·        Manage and assist a team of Technical Support Analysts with technical issues and client requests.

·        Provide direction in customer experience, problem solving, and meeting service demands of Bazaarvoice clients.

·        Provide guidance and serve as an escalation point to the team.

·        Ensure team is following client communications SOP.

·        Proficient in the tools that the Bazaarvoice clients and Employees use.

·        Provide clear expectations to the team when it comes to best practices, technical troubleshooting, tools and troubleshooting techniques as well as decision making.

·        Set and manage performance standards, and continuously monitor and improve team performance.

·        Work cross-functionally between departments to identify and champion new initiatives.

·        Attend weekly meeting with Global Services Managing Director & US-based Technical Support leadership to review performance & opportunities for improvement

·        Perform other duties as assigned.


** **** Qualifications and Work Experience:**

·        Bachelor’s degree in CIS, MIS or Computer Science.

·        5+ years of professional experience in a client-facing role, preferable in application/software support or similar role.

·        At least 2+ years of experience managing a team.

·        Strong command of the English Language in both written and verbal form

·        Education and/or experience with Web 2.0 technologies preferred, including coding or scripting for websites or web components using HTML, CSS, JavaScript, SQL, XML, etc. using common programming and software development concepts.

·        Outstanding communication and team relationship skills.

·        Ability to excel in a fast-paced environment.

·        Drive/passion to provide exceptional customer service to each client.

·        Additional language skills are a bonus.