AI-Driven Technical Support Analyst

Bazaarvoice; United States; Remote; USD 49,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

Bazaarvoice is seeking a Technical Support Analyst in the United States to deliver exceptional client service across real-time channels. You will manage complex troubleshooting while guiding customers through knowledge-first processes and leveraging AI tools to improve efficiency.

Join a role that emphasizes accountability, onboarding new hires, and close collaboration with Product and Engineering to develop SME expertise across Bazaarvoice products.

Qualifications

• 12+ months in a high-touch Client Care or Technical Support role is preferred.
• Exceptional written and verbal communication skills in English.
• Passion for using automation and modern AI-driven tools to simplify workloads.
• Solid understanding of enterprise case management workflows and ticketing infrastructure.
• Foundational knowledge of frontend web technologies (HTML, CSS, JavaScript).
• Self-motivated, resilient team player who thrives in a fast-paced environment.

Responsibilities

• Prioritize and manage inbound customer requests across real-time channels (chat, phone) and the support portal.
• Analyze semi-complex to complex technical problems to identify root-cause solutions.
• Own resolution for technical requests including User Access Management, Connections, Reporting, and Syndication.
• Route out-of-scope issues to specialized teams without delaying resolution.
• Participate in Knowledge-Centered Service (KCS) methodologies by capturing and updating knowledge articles.
• Embrace AI productivity tools to speed up resolutions and improve diagnostics.

Skills

Communication skills

Automation & AI tools

Ticketing workflows

Frontend web basics

Tools

Salesforce

JIRA

Google Workspace

Job description

Bazaarvoice is seeking a Technical Support Analyst in the United States to deliver exceptional client service across real-time channels. You will manage complex troubleshooting while guiding customers through knowledge-first processes and leveraging AI tools to improve efficiency.

Join a role that emphasizes accountability, onboarding new hires, and close collaboration with Product and Engineering to develop SME expertise across Bazaarvoice products.