Technical Support Analyst – Tier 1

About the role

Bazaarvoice is looking for a Technical Support Analyst – Tier 1 to be the first point of contact for post‑sale client interactions. You will work with US‑based customers during evening hours, handling inbound requests and ensuring a high level of satisfaction.

Key responsibilities

• Receive and manage inbound client requests via email tickets and internal escalations.
• Engage with clients through the community portal to resolve questions and issues.
• Analyze semi‑complex problems, identify solutions, and execute resolutions with limited supervision.
• Own standard request resolution covering marketing best practices, technical troubleshooting, billing inquiries, ROI reporting, and moderation guidelines.
• Maintain client loyalty by exceeding expectations and delivering consistent support.
• Educate internal teams on systems, tools, and processes related to client request management.
• Write and update standards and guidelines to improve scalability and quality.

Required profile

• Passionate about customer service and eager to exceed client expectations.
• Strong communication skills in English.
• Ability to work independently during evening hours (16:00‑01:00, Monday‑Friday).

Required skills

What we offer

• Gross salary starting at 1,770 EUR per month, including a night‑hours bonus.
• Opportunity to work with a global brand recognized as a Great Place to Work.
• Professional development in a fast‑growing technology environment.