Customer Support Representative, Brightcove

Cambridge, MA

Cory Bergman February 3rd, 2007

We are looking for an exceptional person to play a key role in our
growing Customer Support Organization. The right candidate is a
highly motivated person who has proven experience in providing
technical support for an online audience. Candidates must have a
solid technical background, proficient in web-based technologies,
extremely detailed oriented and have outstanding communication
skills.

Description:

Brightcove is seeking a highly skilled Customer Support
representative to respond to our customers - including publishers,
video content owners, consumer and affiliates - with technical and
transactional assistance. We are looking for someone who is
passionate about providing our online customers with exceptional
timely support and service. Candidates must be highly motivated, a
self-starter and possess a complete willingness to wear multiple hats
as we build and expand the organization.

Responsibilities include responding to customer issues via email and
phone, tracking each issue to complete and thorough resolution,
triaging issues for prioritization and escalation, and contributing
to a knowledge database for up-to-date customer information. This
individual will also assist in debugging and researching issues and
effectively communicate them to interdisciplinary teams for
resolution.

Working for Brightcove will give you a unique opportunity to join a
startup on the ground floor and play an integral role building
products and online services that promise to transform the media
industry and change the way people all over the world watch video.

Qualifications and Required Experience:

• College degree.

• 2-3 + years work experience in a Customer Service organization or
call center.

• Demonstrated ability to lead and manage initiatives to
completion.

• Excellent written, oral, and interpersonal communication skills.

• Proven ability to work with the team to quickly and calmly
resolve technical issues.

• 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.

• Ability to provide cross-reference support.

• Very people oriented.

• Required to be flexible, detail oriented and organized with the
ability to multitask.

• Work independently and within a team environment.

• On-call experience.

• Strong data entry skills.

Technical Experience:

• Strong technology background with a comprehensive knowledge of
PC-based applications and basic network applications.

• Proficiency in web-based technologies, including HTML, XML, FTP
and Flash (preferred). Actionscript and Java script a plus.

• Exposure to online video and rich media technologies.

• Internet Networking, Actionscript and Java Script a plus.

Please apply online at:
http://tbe.taleo.net/NA4/ats/careers/requisition.jsp?org=BRIGHTCOVE&cws=1&rid=117

Or send your resume to work@brightcove.com