Technical Support Analyst

About the role

Bazaarvoice is seeking a Technical Support Analyst to provide outstanding service to our clients. This role is essential in ensuring our customers receive timely and effective support. The ideal candidate will thrive in a fast-paced environment and consistently exceed client expectations. You will own the end-to-end client experience from initial contact to resolution, acting as the trusted voice of Bazaarvoice. This position requires a proactive mindset to identify trends and prevent recurring issues before they escalate. You will be responsible for maintaining high levels of satisfaction through empathetic and efficient interactions. Success in this role means building strong relationships and becoming a key partner in the client's growth journey. Your daily work will directly influence the perceived value of our platform and our reputation in the market.

Key facts

What you'll do

• Serve as the primary contact for all client interactions following a sale, ensuring a seamless and professional experience.
• Address incoming client requests through tickets, emails, and internal escalations with speed and accuracy.
• Manage the community portal, assisting clients with their inquiries and requests in a structured and timely manner.
• Analyze moderately complex issues, identify solutions, and implement resolutions with minimal oversight to reduce dependency.
• Handle standard requests related to marketing best practices, technical issues, billing questions, ROI reporting, and moderation guidelines comprehensively.
• Foster client loyalty by delivering exceptional service that surpasses expectations and builds long-term trust.
• Utilize various tools and troubleshooting methods to provide excellent client support consistently across all interactions.
• Educate and assist other Bazaarvoice departments regarding systems and processes for managing client requests to improve internal alignment.
• Develop standards and guidelines to enhance scalability and service quality, ensuring processes can grow with client needs.
• Address minor client issues directly while escalating more significant concerns as needed to maintain appropriate ownership.
• Understand the client experience deeply and demonstrate proficiency in the tools utilized by clients to support their workflows.
• Act as a process owner for ticket lifecycles, ensuring that every case moves efficiently from intake to closure.
• Collaborate with cross-functional teams to gather insights that drive improvements to the support experience and product usability.
• Monitor service metrics and identify opportunities to optimize response times and resolution quality continuously.

Requirements

• Fluent in English at an advanced business level; additional language skills are advantageous for serving a diverse client base.
• Strong communication abilities honed through experience in customer-facing roles, preferably in a B2B context to understand enterprise needs.
• While deep technical knowledge is not required, a willingness to learn and grow in a technical support environment is essential for success.
• A genuine commitment to providing exceptional customer service to every client, regardless of the complexity of the issue.
• Capability to prioritize tasks and manage multiple responsibilities in a dynamic setting, consistently exceeding client expectations under pressure.
• Demonstrated ability to work independently and make sound judgments when handling client inquiries with limited direction.
• Willingness to follow documented procedures while also adapting to new tools and evolving support methodologies.
• Professional demeanor and resilience to handle demanding client situations with patience and empathy.

Nice to have

• Experience in a technical support role that has provided exposure to SaaS platforms and subscription-based services.
• Familiarity with customer relationship management (CRM) tools to streamline interactions and maintain accurate records.
• Knowledge of online community management to support clients who rely on community features for engagement and feedback.

Practical notes

• Work hours will be from 16:00 to 01:00, Monday through Friday, to accommodate our US clients and ensure global coverage.
• The starting salary is 1770 EUR gross per month, which includes a bonus for additional night hours, and may vary based on experience and qualifications.
• A background check will be conducted as part of the hiring process, with your consent, focusing on job-relevant information to ensure workplace safety and integrity.

This role is critical to maintaining the quality and reliability of our client support operations. The Technical Support Analyst will act as a bridge between our clients and our platform, ensuring that interactions are smooth, productive, and aligned with Bazaarvoice's standards. You will be expected to uphold the highest level of professionalism in every engagement, representing our company values in all communications. The position requires a balance of technical aptitude, interpersonal skills, and operational discipline to manage the full scope of client needs. Continuous learning and a growth mindset are vital as you navigate the complexities of our products and services. Your contributions will help drive client retention, satisfaction, and advocacy through reliable and knowledgeable support. This is an opportunity to grow within a global technology company and play a key role in shaping the client experience from Vilnius.