Bazaarvoice logo

Technical Support Analyst (Tier 1 Support)

2 - 6 years

0 Lacs

karnataka

Posted:1 month ago| Platform: Shine logo

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Skills Required

salesforce confluence jira exceptional communication skills ecommerce knowledge

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Technical Support Analyst at Bazaarvoice, you will be the face of the company, delivering exceptional Tier 1 customer service to clients. Your passion for customer service and exceeding client expectations will be crucial in this role. You will primarily work with APAC clients, aligning your work hours accordingly. While not deeply technical, you should be eager to learn and excel in a technical, customer-supporting environment, providing top-notch customer service consistently. Key Responsibilities: - Serve as the first point of contact for all post-sale client interactions - Provide Tier 1 support to clients via phone, chat, email, and webform, addressing escalations from internal stakeholders - Assist in maintaining the community portal and engage clients to resolve questions and requests - Analyze semi-complex problems, identify solutions, and execute to solve with limited management oversight - Own resolution for standard requests including marketing best practices, technical troubleshooting, billing inquiries, ROI reporting, and moderation guidelines - Maintain client loyalty by exceeding customer expectations - Use tools and troubleshooting techniques to deliver exceptional client support at all times - Educate and assist other departments within Bazaarvoice regarding client requests - Write standards & guidelines to enhance scalability and quality - Engage in minor client issues and escalate non-day-to-day events Qualifications Required: - 2-4 years of industry experience - Exceptional communication skills developed through direct customer interactions in a B2B or B2C environment - Ability to prioritize and manage multiple priorities in a dynamic environment, exceeding client expectations - Willingness to work on APAC shift from 3:30 AM to 12 PM Preferred/Desired Qualifications Or Skills: - Working experience with Salesforce, Confluence, and JIRA - E-commerce knowledge and/or experience Note: As part of the hiring process, a background check will be conducted with your consent, relevant to the job.,

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