Technical Support Associate

BrightTALK is a rapidly growing marketing platform for live event and video content targeting business professionals. With over 5.5 million users already registered, BrightTALK fuels a knowledge exchange among communities of professionals looking for information relevant to their jobs and careers. With offices in London, San Francisco, Denver and New York, BrightTALK is building a great company with a vibrant work environment.

We are looking for a talented, driven and naturally curious Technical Support Associate to join BrightTALK's high performing Support Team to deliver live chat support to our clients, solve help-desk tickets and escalated issues with our development team, deliver custom integration projects and assist with the delivery of custom client reports. This is a great opportunity for a recent graduate looking for to start in business and tech operations. The ideal candidate is able to apply methodical approaches to resolving technical issues within the pressures of a live broadcast environment. The Technical Support Associate role requires strong analytical, communication and problem-solving skills involving a wide range of activities.

• Provide the first line of technical support for BrightTALK clients and their presenters, our end-users and our employees
• Deliver live chat support
• Diagnose and respond to help-desk tickets
• Answer phone inquiries
• Identify and resolve quality of service issues across our platform
• Work closely with our UK office to coordinate daily activity
• Assist the Operations team with monitoring the BrightTALK platform
• Interact and troubleshoot with our clients and their presenters via a live text-based chat environment in the run-up to and during a live broadcast
• Facilitate setup and delivery of certain custom events
• Liaising with tier-1 and tier-2 technical support
• Administer the platform by managing users and configuring back-end settings
• Provide feedback on improvements to the platform and our support processes
• Assist internal BrightTALK teams with technical platform support
• Building and maintaining a strong technical understanding of our product
• Assisting and facilitating certain business elements tracking in Salesforce

Skills and Experience (required)

• Strong knowledge of computers and web technology
• Strong competency with HTML required
• Bachelor's degree or higher in a related discipline

Skills and Experience (helpful)

• Live event support, customer support or desktop support experience
• Previous experience in a technical support and/or customer support role
• Familiarity with web-based and technical languages (JavaScript, SQL, PHP, etc.)
• Experience with Zendesk, Salesforce, Marketo or Intercom