技术支持分析师
Technical Support Analyst.
关于Bazaarvoice
在Bazaarvoice，我们创造智能的购物体验。通过我们的全球网络、热爱产品的社区和企业级技术，我们连接数千个品牌和零售商与数十亿消费者。我们的解决方案使品牌能够与消费者建立联系并收集有价值的用户生成内容，规模前所未有。通过利用我们广泛且不断扩展的零售、社交和搜索分发网络，这些内容实现全球传播。我们还让品牌和零售商能够通过直观的工具和仪表板，从实时消费者反馈中获得有价值的商业洞察。结果是更聪明的购物：忠诚的客户、增加的销售额和改进的产品。
我们试图解决的问题：品牌和零售商难以与消费者建立真正的联系。在发现和购买周期中最重要的时刻，提供值得信赖且鼓舞人心的内容是一项挑战。结果是，花费时间和金钱在无法吸引新消费者、转化他们或赢得他们长期忠诚的内容上。
我们的品牌承诺：缩小品牌与消费者之间的差距。
Bazaarvoice成立于2005年，总部位于德克萨斯州奥斯汀，同时在北美、欧洲、亚洲和澳大利亚设有办公室。
正式宣布：Bazaarvoice在美国、澳大利亚、印度、立陶宛、法国、德国和英国被评为最佳工作场所！
技术支持分析师负责为Bazaarvoice客户提供卓越的客户服务。该职位需要在高接触度的技术支持方面有经验，直接通过电话和聊天等实时渠道与客户沟通，跨职能协作，注重知识的开发与分享，并确保在“良好”永远不够的标准下提供卓越的服务。以高度的自主性和责任感开展工作，您将处理复杂的故障排除场景，同时作为优质客户倡导者。您将积极推广以知识为核心的文化，拥抱现代AI工具和自动化，以优化您的工作流程，消除摩擦，使支持体验对您和我们的客户都更加轻松高效。
您将负责：
- 在实时渠道（聊天、电话）、支持社区门户和内部升级中优先处理并管理客户的请求。
- 分析中等复杂到复杂的技术问题，识别并执行根本原因解决方案，管理监督较少。
查看英文原文
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.
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.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
The Technical Support Analyst is responsible for delivering exceptional customer service to Bazaarvoice clients. This role requires experience in high-touch technical support, connecting directly with customers using real-time channels like phone and chat, cross-functional collaboration, a focus on developing and sharing knowledge, and ensuring a standard of excellence where good is never enough.Operating with a high degree of autonomy and accountability, you will manage complex troubleshooting scenarios while acting as a premium customer advocate. You will actively champion a knowledge-first culture and embrace modern AI tools and automation to streamline your workflows, eliminate friction, and make the support experience easier and more efficient for both yourself and our clients.
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.
Want to see our culture in action? Explore our global Linkedin Life Page, Life at Bazaarvoice to see the bigger picture, or visit our North America Life Page to meet our regional teams and see what life is like in our local offices.
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.
As part of our final selection process, the successful candidate will be required to undergo a routine pre-employment background check. This process is strictly conditional upon your prior written consent.
What You'll Do:
- Prioritize and manage inbound customer requests across real-time channels (chat, phone), the support community portal, and internal escalations.
- Analyze semi-complex to complex technical problems to identify and execute root-cause solutions with limited management oversight.
- Own resolution for technical requests including User Access Management, Connections, Reporting, and Syndication, ensuring good is never the baseline for success.
- Quickly recognize out-of-scope issues and leverage internal workflows to route them efficiently to specialized teams without delaying customer resolution.
- KCS Implementation: Actively participate in Knowledge-Centered Service (KCS) methodologies by capturing, creating, and updating internal and external knowledge articles as a natural byproduct of the troubleshooting process.
- Embrace and utilize AI productivity tools and automation embedded in our tech stack to speed up resolution times, simplify complex diagnostics, and focus on meaningful customer interactions.
- Partner with Team Leads and senior peers to map new technical workflows, closing process gaps and making standard operating procedures clear across the global support organization.
- High-Accountability Performance: Own your daily queue and time management effectively, consistently meeting and exceeding key operational KPIs and customer satisfaction (CSAT) metrics.
- Lead by example by maintaining high performance standards, supporting the onboarding of new hires, and sharing knowledge to elevate the entire team.
- Formulate data-driven opinions on workflow friction or process gaps and provide proactive, constructive feedback to leadership.
- Develop deep Subject Matter Expertise (SME) in specific products or features, providing feature-specific updates to the team and actionable feedback to Product and Engineering
What You'll Bring:
- 12+ months of experience in a high-touch Client Care or Technical Support role is highly preferred, with a proven track record of managing enterprise clients, large retailers, or global brands.
- Exceptional written and verbal communication skills, with the ability to maintain a highly professional standard of English across digital and live channels.
- Passion for using automation and modern AI-driven tools to simplify workloads and enhance productivity.
- Solid understanding of enterprise case management workflows and ticketing infrastructure (experience with Salesforce, JIRA, or Google Workspace is an asset).
- Foundational knowledge of frontend web technologies (HTML, CSS, and JavaScript) is a strong advantage for diagnosing platform integrations.
- A self-motivated, resilient team player who thrives in a fast-paced environment and naturally goes above and beyond to advocate for the client.