Technical Support Analyst

Technical Support Analyst

Our Technical Support Analysts are the face of our company and are responsible for delivering exceptional Tier 1 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 working with our APAC clients, your work hours will align with the business hours of our APAC office however they may be adjusted when necessary for legitimate business reasons.  There is also a possibility you will be requested to provide support for North America or EMEA regions and will be expected to adjust your work hours accordingly however reasonable advance notice will be provided.

You do not need to be deeply technical for this role but should be keen to learn and grow within a technical, customer-supporting environment and have a drive/passion for providing exceptional customer service to each and every client.  

Responsibilities

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.

- Experience in Product Support

- 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.

- This would be on APAC shift -

Preferred/Desired Qualifications or Skills:

Working experience with Salesforce, Confluence, and JIRA.

E-commerce knowledge and/or experience

Note: This is role is for Product support(B2B, B2C or SAAS ), candidates who are experienced into IT support kindly do not apply.