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Technical Support Analyst

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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 Overview: **

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 4 pm to 1 am, Monday - Friday.**


**Job Responsibilities:**

·       First point of contact for all post-sale client interactions.

·       Receives all inbound client requests that derive from tickets, chat, phone, email, and escalations from internal colleagues.

·       Engages clients to resolve questions and requests within the community.

·       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 process for 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.


**Job Requirements:**

·       Associate’s degree or equivalent professional experience.

·       Outstanding oral and written communication skills.

·       Positive, self-starter attitude with desire to exceed client expectations Attention to detail, highly organized, with an absolute focus on quality of work.

·       Fluent English to advanced business level. Additional language skills a bonus.