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Manager of Technical Support Engineering, Tier 3

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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.

Job Description

Bazaarvoice is looking for a Tier 3 Technical Support Manager as part of the Client Care organization. This key position will be responsible for leading a team of Level 3 Support Engineers that serve as the final escalation point within Technical Support organization and interact with the Tier 2 Support team daily to resolve highly complex technical issues. The Manager will be responsible for ensuring quick action and timely response to technical issues and work closely with the Client Services leadership team to ensure all client cases & projects are delivered and supported in line with defined Service Level Objectives and that they result in high levels of quality and customer satisfaction.

Responsibilities:

·       Coaches/mentors Technical Support Engineers to improve/develop their technical and professional skills

·       Attracts and retains key talent by leading and monitoring Technical Support Engineers’ performance management and career development

·       Leads or influences major process changes to increase efficiency and effectiveness across the Support organization

·       Ensures Technical Success Engineering KPIs are met or exceeded utilizing quantitative and qualitative information to identify and implement necessary adjustments to team

·       Strengthens Technical Support alignment and focus with both Tier 2 support teams and Engineering teams and ensure the use of best practices by the TSE’s

·       Ensures documentation is accurate and maintained in order to ensure consistent processes are utilized across the team

·       Builds and maintains a customer centric mindset across the team and share client insights with other internal stakeholders within Bazaarvoice

·       Ensures Technical Support Engineers have adequate tools to effectively and efficiently perform their responsibilities on a daily basis

·       Works with Support leadership to shape and implement strategies to maintain a high level of customer satisfaction for both internal and external clients.

Qualifications & Experience:

·       Bachelor’s/Master’s degree in Business, Management Information Systems, Computer Science, or a related field (or equivalent job experience)

·       2+ years of functional and operational experience successfully managing technical, customer-facing support teams

·       Ability to prioritize and manage multiple tasks in a dynamic environment

·       Proactive, empathetic, team player who is responsive to customer needs and concerns and passionate about problem solving and helping others

·       English Language Competency and effective oral and written communication skills

·       Working experience with Salesforce, Confluence and JIRA is preferred