Technical Success Manager (Tier 2 support)

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!

As a Technical Success Manager, you’ll be joining our Client Services team as Tier 2 support working with our APAC clients troubleshooting and resolving technical inquiries and bug fixes and helping clients utilize our platform in the most optimal way. Ultimately, you’ll be ensuring the technical health of our client portfolio. You’ll also act as a technical relationship manager providing best practices guidance with our clients via case and phone communications working in a timely and efficient manner to ensure compliance with defined SLO’s.

As you will be working with our APAC clients, your work hours will align with the business hours of our APAC office however they may be adjusted when necessary for legitimate business reasons. There is also a possibility you will be requested to provide support for North America or EMEA regions and will be expected to adjust your work hours accordingly however reasonable advance notice will be provided.

You should possess a drive/passion for providing exceptional customer service to each and every client and should be analytical and detail-oriented with a focus on exceeding expectations. ‘Good enough’ should never be ‘good enough’.

Responsibilities

Provide a high level of service/support on all assigned cases from business clients by performing the following tasks:

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Troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.

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Reading, comparing, and explaining technical concepts and documentation (limitations, requirements, functionality) to various audiences (technical and non-technical, internal and external teams).

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Providing consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.

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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.

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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.

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Handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT and Utilization rates).

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Manage client expectations and meet or exceed time commitments consistently.

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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.

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Identify and suggest improvements to help improve and optimize processes utilized by the team

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When necessary, assist with New Hire Training (team) and New Hire Orientation (corporate).

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Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training, and serving as an escalation point.

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Serve as backup for other team members when they are out of the office.

Requirements:

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5+ years of experience in handling Tier 2 support

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1-2 years of relevant experience providing technical support to SaaS clients

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Fluent in English to advanced business level. Additional language skills are a bonus.

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Exceptional problem-solving skills from both a technical and strategic perspective.

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Understanding of Web 2.0 technologies, such as HTML, CSS, JavaScript, API, and XML (reading and understanding the code).

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Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.

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Experience working in a client-facing role (preferably in application/software support) with enterprise clients and global brands

Preferred/Desired Qualifications or Skills:

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Working experience with Salesforce, Confluence, and JIRA.

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Experience coding or scripting for websites or web components using common programming and software development concepts.

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Working knowledge/understanding of SEO, API

#LI-Hybrid#LI-CK1

Why join Bazaarvoice?

Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.

Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.

Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.

Commitment to diversity and inclusion

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.

As part of our hiring process, a background check will be conducted. This will be done with your consent and will only include information relevant to the job.