First point of contact for all post-sale client interactions
Receives all inbound client requests that derive from tickets via emails and escalations from internal colleagues.
Manage the community portal and engage clients to resolve questions and requests within the community portal.
Analyzes semi-complex problems, identifies solutions, and executes to solve with limited management oversight.
Owns resolution for standard requests including marketing best practices, technical troubleshooting, billing inquiries, ROI reporting, moderation guidelines.
Maintains client loyalty by serving customers above and beyond their expectations.
Uses tools and troubleshooting techniques and exercises good judgment in decision-making in order to routinely deliver exceptional client support at all times.
Educates and assists other departments within Bazaarvoice regarding systems, tools, and processes for the management and resolution of client requests.
Responsible for writing standards & guidelines to improve scalability and quality.
Engages in minor issues directly with clients but escalates any non-day-to-day events.
Understands the client experience and is proficient in the tools that clients interface with.

Fluent in English to advanced business level. Additional language skills a bonus.
Exceptional communication skills which have been developed through experience in working directly with customers in either a B2B (preferred) or B2C environment.
You do not need to be deeply technical for this role but you should be keen to learn and grow within a technical, customer-supporting environment.
A drive/passion for providing exceptional customer service to each and every client.
Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expect

Technical Support Analyst – Tier 1

Key skills