Customer Solutions Specialist: Tier 2

Customer Solutions Specialist: Tier 2

Description

Are you passionate about working directly with customers and immediately impacting their success? Are you the type of person who is driven by solving technical issues and finding that needle in the haystack? We are looking for an exceptional person to play a key role in providing efficient and accurate technical assistance to our growing customer base of online video publishers. The right candidate is a highly motivated person with strong technical experience working in a customer facing role. Candidates must have an experienced technical background, a solid working knowledge of web-based technologies, and high enthusiasm for customer success.

Brightcove is seeking a dedicated problem solver, a person who is passionate for rich media technologies, and a proven customer advocate. The ideal candidate will like researching issues, replicating technical problems, and communicating directly with customers to ensure they are providing outstanding customer support. Candidates must be highly motivated, a self-starter, have the willingness to wear multiple hats and enjoy being a productive team player. The success of your problem solving will directly impact the success of our online video publishers, editors, content owners and developers. We are looking for someone who is passionate about providing complete customer satisfaction with timely support and assistance.

Responsibilities include working directly with customers to respond to technical issues and questions via phone and email, track issues to complete and thorough resolution; review and debug code; trace network connections; provide clear communications of responses and technical instructions; provide escalated technical and triage support for other team members; analyze technical trends for product and documentation enhancements; and actively contribute to our online community and knowledge database for up-to-date customer information and solutions. This individual will also work closely with our Engineering, Product Management and QA teams to increase customer satisfaction by providing critical feedback and assistance for product enhancements. This is a Global team, so this role will be interacting closely with Support offices in the US, Europe and Japan, as well as with customers around the world.

Working for Brightcove will give you a unique opportunity to join a fast growing company 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 (CS / Computer Science degree preferred).
• 2-5+ years work experience in online technical problem solving.
• Excellent communication skills and strong customer focus.
• Proven analytical/problem solving ability.
• Ability to communicate technical concepts clearly and effectively, both written and oral.
• Demonstrated ability to lead and manage initiatives to completion.
• Proven ability to work with the team to quickly and calmly resolve technical issues.
• Solid understanding of internet technologies including browsers, networking, firewalls & proxy servers.
• Demonstrated ability to learn new skills quickly.
• Ability to work independently and as a part of a team.
• Required to be flexible, detail oriented and organized with the ability to multitask.
• Strong data entry skills.
• On-call availability.

Technical Experience

• Strong technology background with a comprehensive knowledge of PC-based (Mac a plus) applications and basic network applications, including knowledge of browser compatibility issues.
• Proficient in web-based technologies, including HMTL, XML, FTP, JavaScript and Adobe Flash.
• Familiarity and working knowledge with AS3 and/or Java.
• Familiarity and working knowledge with rich media applications.
• 1-2 years of experience in online video and of video encoding applications.
• Exposure and working knowledge in at least one other programming language including Java, PHP, Ruby, or .Net.
• Working knowledge of Internet Networking processes.

Location

This position is based in Cambridge, Massachusetts, conveniently located across from the Kendall Square stop on the Red line.