Technical Support Analyst

Logoslabs; San Francisco (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Bazaarvoice is hiring for a Client Care / Technical Support role in San Francisco, focusing on enterprise accounts and high-touch client interactions. You will manage real-time requests, resolve complex technical issues, and own end-to-end resolution including access, connections, and reporting integrations.

You’ll work with AI tools to speed up troubleshooting, document solutions, and help shape scalable support processes across our global team.

Qualifications

• 12+ months of experience in a high-touch Client Care or Technical Support role.
• Exceptional written and verbal communication skills in English.
• Passion for automation and AI-driven productivity tools.
• Familiarity with enterprise case management workflows and ticketing systems.
• Foundational knowledge of frontend web technologies (HTML, CSS, JS).

Responsibilities

• Prioritize and manage inbound customer requests across real-time channels (chat, phone) and the support portal.
• Analyze complex technical problems and identify root-cause solutions with limited oversight.
• Own resolution for technical requests including User Access Management, Connections, Reporting, and Syndication.
• Route out-of-scope issues to specialized teams to avoid delays.
• Contribute to Knowledge-Centered Service (KCS) by updating internal/external articles.
• Leverage AI productivity tools to speed up resolutions and improve diagnostics.
• Collaborate with Team Leads to map new workflows and clarify SOPs across the global support org.
• Maintain high accountability for queue management and customer satisfaction KPIs.
• Mentor and onboard new hires to elevate team performance.
• Provide feedback to leadership on workflow friction and process gaps.
• Develop SME knowledge in specific products/features and relay updates to Product/Engineering.

Skills

Client care experience

Technical support

Excellent communication

Automation/AI tools

Frontend basics (HTML/CSS/JS)

Tools

Salesforce

JIRA

Google Workspace

Job description

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!

What You'll Do:

• 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, ensuring good is never the baseline for success.




• Quickly recognize out-of-scope issues and leverage internal workflows to route them efficiently to specialized teams without delaying customer resolution.




• KCS Implementation: Actively participate in Knowledge-Centered Service (KCS) methodologies by capturing, creating, and updating internal and external knowledge articles as a natural byproduct of the troubleshooting process.




• Embrace and utilize AI productivity tools and automation embedded in our tech stack to speed up resolution times, simplify complex diagnostics, and focus on meaningful customer interactions.




• Partner with Team Leads and senior peers to map new technical workflows, closing process gaps and making standard operating procedures clear across the global support organization.




• High-Accountability Performance: Own your daily queue and time management effectively, consistently meeting and exceeding key operational KPIs and customer satisfaction (CSAT) metrics.




• Lead by example by maintaining high performance standards, supporting the onboarding of new hires, and sharing knowledge to elevate the entire team.




• Formulate data-driven opinions on workflow friction or process gaps and provide proactive, constructive feedback to leadership.




• Develop deep Subject Matter Expertise (SME) in specific products or features, providing feature-specific updates to the team and actionable feedback to Product and Engineering

What You'll Bring:

• 12+ months of experience in a high-touch Client Care or Technical Support role is highly preferred, with a proven track record of managing enterprise clients, large retailers, or global brands.




• Exceptional written and verbal communication skills, with the ability to maintain a highly professional standard of English across digital and live channels.




• Passion for using automation and modern AI-driven tools to simplify workloads and enhance productivity.




• Solid understanding of enterprise case management workflows and ticketing infrastructure (experience with Salesforce, JIRA, or Google Workspace is an asset).




• Foundational knowledge of frontend web technologies (HTML, CSS, and JavaScript) is a strong advantage for diagnosing platform integrations.




• A self-motivated, resilient team player who thrives in a fast-paced environment and naturally goes above and beyond to advocate for the client.

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 final selection process, the successful candidate will be required to undergo a routine pre-employment background check. This process is strictly conditional upon your prior written consent.