Technical Support Analyst.

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 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.