Technical Support Associate

at BrightTALK in London

About BrightTALK
BrightTALK's SaaS platform is the best place for professionals and businesses to connect, learn and grow through shared knowledge and insights.

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 new graduate looking to start a career in business and tech operations.

The Technical Support Associate contributes to our coverage during US west coast business hours (8:30AM – 5:00PM) and must be comfortable communicating (email, text-based chat applications and phone) with employees, clients and end-users -- BrightTALK's audience of 7 million business professionals! 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.

Responsibilities
-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 desktop support tickets
-Identify and resolve quality of service issues across our platform
-Work closely with our Denver, London and New York City offices to coordinate daily activity
-Assist the Operations team with monitoring the BrightTALK platform
-Assist the Customer Success and Sales Teams with client support
-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
-Assist with new joiner IT trainings
-Building and maintaining a strong technical understanding of our products and services
-Assisting and facilitating certain business elements tracking in Salesforce
-Install, upgrade, support and troubleshoot user laptops, desktops, and peripheral equipment
-Administer cloud services e.g. Google Apps such as Mail, Calendars, Groups, Hangouts, etc.
-Others duties as assigned

Skills and Experience Required
-Strong knowledge of computers and web technology
-Competency with HTML required
-Strong communication and organizational skills
-Bachelor's degree or higher in a related discipline
-Comfortable with MacOS and Apple hardware
-Familiarity with Zoom.us, Slack or other meeting/collaboration software

Skills and Experience Preferred
-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
-An understanding of office cabling/networking, ISPs, routers/switches, phone systems, and Google Apps
-Familiarity with office LAN hardware and phone systems

Why we like working at BrightTALK
-Friendly, talented, collaborative and entrepreneurial teams.
-Generous and comprehensive benefits.
-Generous holiday policy, flexible schedule.
-Offices located in top destination cities.
-Training allowance and regular innovation days.
-Team building and volunteer opportunities.
-Career pathing and mentorship opportunities.

BrightTALK brings professionals and businesses together to learn and grow. Over 7 million professionals engage with 75,000 free talks and 1,000 online summits to discover new technologies, learn from trusted experts and grow their careers. Thousands of businesses acquire and inspire their ideal audience with BrightTALK's AI-powered content and demand marketing platform.

We are dedicated to learning and growing, going after big dreams, taking ownership, remaining open and honest while recognizing we are all in it together. We believe this starts within our own team, and from this place, we can invite people all over the world to join. We are committed to hiring individuals with a diversity of perspectives, backgrounds, and beliefs who can use their passion to help us build a world changing audience and thrive along the way. Join BrightTALK to collaborate with an engaged team, working together to provide learning and growth opportunity for all.

BrightTALK is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

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Published at 11 Feb 2019
Expires on 11 Apr 2019