Technical Support Analyst
B
BazaarvoiceClient Services
Remote, United StatesFull-TimeMiddle
Salary$49,000 - $60,000 a year
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Job Details
- Languages
- English
- Experience
- 12+ months
- Required Skills
- HTMLCSSJavascriptSalesforceJiraCustomer serviceGoogle WorkspaceTechnical support
Requirements
- 12+ months of experience in a high-touch Client Care or Technical Support role managing enterprise clients, large retailers, or global brands.
- Exceptional written and verbal communication skills with a professional standard of English.
- Passion for using automation and modern AI-driven tools.
- Solid understanding of enterprise case management workflows and ticketing infrastructure.
- Foundational knowledge of frontend web technologies (HTML, CSS, and JavaScript) is a strong advantage.
- Experience with Salesforce, JIRA, or Google Workspace is an asset.
- Ability to work with a high degree of autonomy and accountability.
- Self-motivated, resilient team player able to thrive in a fast-paced environment.
Responsibilities
- 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.
- Quickly recognize out-of-scope issues and leverage internal workflows to route them efficiently to specialized teams.
- Participate in Knowledge-Centered Service (KCS) methodologies by capturing, creating, and updating internal and external knowledge articles.
- Utilize AI productivity tools and automation to speed up resolution times and simplify complex diagnostics.
- Partner with Team Leads and senior peers to map new technical workflows and close process gaps.
- Own daily queue and time management to meet and exceed key operational KPIs and CSAT metrics.
- Support the onboarding of new hires and share knowledge to elevate the entire team.
- Develop Subject Matter Expertise (SME) in specific products or features and provide feedback to Product and Engineering.
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