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Software Technical Support Specialist - Tier 2

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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: **

 

As our Technical Support Specialist, you’ll be joining our Client Services team as second line support.  You’ll be consulting our clients in trouble-shooting and resolving all technical inquiries and bug fixes, and lead clients to utilise our platform in the most optimal way. Ultimately you’ll be ensuring the technical health of our client portfolio.  You’ll also act as a technical relationship manager providing best practices guidance with our clients via case and phone communications working in a timely and efficient manner ensuring you meet agreed SLAs. In this process, you will be supported by a team of engineers for any required code change and critical cases.


**As you will be consulting our US clients, your work hours will be from 4 pm to 1 am.**


**Responsibilities:**

·        Provide a high level of service/support on all assigned cases from shared support clients by performing the following tasks:

o   Work independently or collaboratively with internal teams (Client Success, TAM’s, Client Delivery, Network, CII, etc.) as well as our clients to resolve concerns, issues, and questions in a professional and timely manner.  This includes troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.

o   Provide consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.

o   Manage client expectations and meet or exceed time commitments consistently.

o   Explain technical concepts (limitations, requirements, functionality) to a wide range of audiences (technical and nontechnical, internal and external teams).

o   Handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT and Utilization rates).

·        Participate in or lead client meetings and demonstrate detailed technical knowledge of our product and how our clients are utilizing it on their respective websites.

·        Perform simple code changes to address client issues and review code changes made by others for accuracy prior to implementation.

·        Assist with New Hire Training (team) and New Hire Orientation (corporate) when necessary.

·        Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training and serving as an escalation point. 

·        Work with internal teams to drive continuous process improvement across the Client Care organization.

·        Serve as backup for other TSM’s as necessary when they are out of the office.


**Required Qualifications or Skills:**

·        2+ years working experience with Web 2.0 technologies (even better if this experience was in an ecommerce environment).  This includes past experience with coding or scripting for websites or web components using HTML, CSS, JavaScript, SQL, XML, etc. using common programming and software development concepts. 

·        Experience working in a client-facing role (preferably in application/software support).

·        A degree in CIS, MIS, or Computer Science (or equivalent job experience).

·        Analytical and detail-oriented with a focus on exceeding expectations.  ‘Good enough’ should never be ‘good enough’.

·        Possesses a drive/passion to provide 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 expects, even if it means working extended hours.

·        Experience working with enterprise clients especially large retailers and global brands.


**Preferred/Desired Qualifications or Skills:**

·        Working experience with Salesforce and JIRA

·        Ability to communicate in two or more languages

·        Knowledge/understanding of SEO strategies and methodologies