Technical Support Analyst

Bazaarvoice

2 - 4 years

10 - 11 Lacs

bengaluru

Posted:Just now| Platform:

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Skills Required

networking technical support analyst diversity and inclusion billing manager technology customer service troubleshooting jira technical support salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

First point of contact for all post-sale client interactions
Provide Tier 1 support to clients via phone, chat, email and webform (Support website) and address escalations from internal stakeholders
Assist in the maintenance of the community portal and engage clients to resolve questions and requests within the community portal
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 processes for the 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 clients

Requirements:

- 2- 4 years of industry experience.

- Exceptional communication skills which have been developed through experience in working directly with customers in either a B2B (preferred) or B2C environment.

- Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.

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