Technical Support Representative

hace 2 semanas


Guadalajara, México Brightcove A tiempo completo

**About Brightcove**

Brightcove is a team of smart, passionate people who are revolutionizing the way organizations deliver video. We're hyped up about storytelling, and about helping people connect, share experiences, and view the world. Bottom line: video is the world's most compelling, exciting medium, and Brightcove exists to demonstrate that video means business.

As the industry leader in this space, we empower our customers to deliver top-notch video experiences to audiences on every screen in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. Creativity thrives. Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and passions and we have built a culture that values individual empowerment, excellence and collaboration. This culture enables us to develop technologies once thought impossible, provide customer support without parallel or excuses, and leverage the expertise and resources of a global infrastructure. We take our video seriously, and we take great pride in doing it as one team.

**Position Overview**

**Responsibilities**:

- Assist in creating and updating internal documentation for the Support Team.
- Support team's Technical Experience Manager on tool management, and other ad-hoc projects.
- Build and maintain tools and automation to help the Technical Support team improve the customer experience.
- Monitor the performance and capacity of live video systems and quality of video delivery by using a variety of tools and devices.
- Determine the cause of the problems, communicate to the customer and escalate to the corresponding engineering teams

**Qualifications/Experience**
- In pursuit of a college degree
- Experience in a Customer Service organization or call center is a plus
- Demonstrated ability to lead and manage initiatives to completion
- Excellent written, oral, and interpersonal communication skills
- Proven analytical /problem-solving ability
- Demonstrated ability to learn new skills quickly
- Ability to work independently and as a part of a team
- Ability to resolve conflicts in a productive and professional manner
- Very people-oriented
- Ability to multitask or prioritize tasks
- Exposure to online video and rich media technologies is a plus

**WORKING AT BRIGHTCOVE**

As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company's success.

Brightcove offers a variety of perks dependent upon where you live, such as competitive compensation, restricted stock units, 401k matching, and tuition reimbursement, as well as unlimited PTO, and more Brightcove has brand new office space in downtown Boston, Guadalajara (Mexico), and soon London. We have more offices in Funchal (Portugal), Tokyo (Japan), Singapore, Sydney (Australia), Mumbai and Chennai (India). Employees enjoy access to fully-stocked kitchens and social activities in any of our 14 offices globally.



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