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Bazaarvoice

Support Engineer

Austin, TX
About Bazaarvoice
 
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

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The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.


Responsibilities:
·         Work independently and/or collaboratively with internal teams as well as our clients to resolve concerns, issues, and questions in a professional and timely manner.  This will include integrating and troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.
·         Provide consultative guidance to clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism. You will also have to manage client expectations and meet or exceed time commitments consistently, without fail.
·         Communication in this role is the key to success.  Explain technical concepts (limitations, requirements, functionality) to a wide range of audiences (technical and nontechnical, internal and external teams).Timely follow-up is expected and measured internally and externally through client surveys.
·         Define and improve internal processes and documentation while identifying opportunities for product improvements.  This includes identifying and resolving ‘break fixes’ before a client brings them to our attention.
·         Be available for pager duty approximately 1-2 times a quarter where you are on-call after business hours and during the weekend to handle any critical cases that are submitted by clients.
·         Participate in 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
·         Assist with New Hire Training
·         Mentor team members to ensure they are following all documented procedures and have the necessary product and troubleshooting knowledge to provide a high level of support to our clients.
·         Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training and serving as an escalation point.

Minimum Qualifications

  • 2+ years working experience with Web 2.0 technologies is a must (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)
  • Possesses a drive/passion to provide exceptional customer service to each and every client
  • A degree in CIS, MIS, or Computer Science (or equivalent job experience)
  • Candidates must be analytical and detail-oriented with a focus on exceeding expectations.‘Good enough’ should never be ‘good enough’
  • 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
  • Must be authorized to work in the U.S

Preferred Qualifications

  • Experience working with enterprise clients, especially large retailers and global brands
  • Working knowledge of Salesforce and JIRA
  • Ability to communicate in two or more languages
  • Working knowledge of SEO strategies

Why join Bazaarvoice?
 
Customer is key
We see our own success through our customers’ outcomes.  
We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA. 
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance
 Our energy is contagious, because we hire for passion, drive & curiosity. 
We love what we do, and because we’re laser focused on our mission.

Innovation over Imitation
We seek to innovate as we are not content with the status quo. 
We embrace agility and experimentation as an advantage.

Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives. 
We champion what’s best for Bazaarvoice before individuals or teams.  
As a stronger company we build a stronger community.

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 ID: 503bf9c1-e44b-4b13-b9ae-84335c358cea
Employment Type: Other

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