Technical Support Analyst - Tier 1

What You Will Do

• First point of contact for all post-sale client interactions
• Receives all inbound client requests that derive from tickets via emails and escalations from internal colleagues.
• Manage 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.

Who You Are

• Fluent in English to advanced business level. Additional language skills a bonus.
• Exceptional communication skills which have been developed through experience in working directly with customers in either a B2B (preferred) or B2C environment.  
• You do not need to be deeply technical for this role but you should be keen to learn and grow within a technical, customer-supporting environment.
• A drive/passion for providing 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 expect