Technical Support Analyst.

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.
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