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Hybrid Technical Success Manager – Tier 2 Support

at Bazaarvoice
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Posted last month

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About the role

  • Troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.
  • Reading, comparing, and explaining technical concepts and documentation (limitations, requirements, functionality) to various audiences (technical and non-technical, internal and external teams).
  • Providing consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.
  • 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.
  • 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.
  • Handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT and Utilization rates).
  • Manage client expectations and meet or exceed time commitments consistently.
  • 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.
  • Identify and suggest improvements to help improve and optimize processes utilized by the team.
  • When necessary, assist with New Hire Training (team) and New Hire Orientation (corporate).
  • Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training, and serving as an escalation point.
  • Serve as backup for other team members when they are out of the office.

Requirements

  • 5+ years of experience of Technical Support (tier 2)
  • Experience working on product support.
  • 2+ years of experience providing technical support (tier 2 supports ) to SaaS clients
  • Experience working in a client-facing role (preferably in application/software support) with enterprise clients and global brands
  • Fluent in English to advanced business level.
  • Should be comfortable working with APAC working hours - 3.30 AM to 11.30 AM.
  • Exceptional problem-solving skills from both a technical and strategic perspective.
  • Understanding of Web 2.0 technologies, such as HTML, CSS, JavaScript, API, and XML (reading and understanding the code).
  • Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.
  • Working experience with Salesforce, Confluence, and JIRA.
  • Experience coding or scripting for websites or web components using common programming and software development concepts.
  • Working knowledge/understanding of SEO, API

Benefits

  • Competitive salary + good benefits (insurance, annual leave, bonuses, referral rewards, and more).
  • Hybrid work model (3 days in office – Prestige Tech Pacific, Kadubeesanahalli).

Job title

Technical Success Manager – Tier 2 Support

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

HybridBengaluruIndia

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