Technical Success Manager, Tier 2 Support

Role Overview

• Troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.
• Reading, comparing, and explaining technical concepts and documentation (limitations, requirements, functionality) to various audiences (technical and non-technical, internal and external teams).
• Providing consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.
• Participate in or lead client meetings and demonstrate detailed technical knowledge of our product and how our clients are utilizing it on their respective websites.
• Work independently or collaboratively with internal teams (Client Success, TAM’s, Client Delivery, Network, CII, etc.) as well as our clients to resolve concerns, issues, and questions in a professional and timely manner.
• Handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT and Utilization rates).
• Manage client expectations and meet or exceed time commitments consistently.
• Detect and take immediate action when a client shows signs of increasing frustration. This includes offering a screen-sharing call to better explain unclear concepts and de-escalate situations, by keeping internal stakeholders informed.
• Identify and suggest improvements to help improve and optimize processes utilized by the team
• When necessary, assist with New Hire Training (team) and New Hire Orientation (corporate).
• Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training, and serving as an escalation point.
• Serve as backup for other team members when they are out of the office.

Requirements

• 5+ years of experience in handling Tier 2 support
• 1-2 years of relevant experience providing technical support to SaaS clients
• Fluent in English to advanced business level. Additional language skills are a bonus.
• Exceptional problem-solving skills from both a technical and strategic perspective.
• Understanding of Web 2.0 technologies, such as HTML, CSS, JavaScript, API, and XML (reading and understanding the code).
• Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.
• Experience working in a client-facing role (preferably in application/software support) with enterprise clients and global brands

Benefits

• Commitment to diversity and inclusion
• Equal employment opportunities
• Background check conducted with consent