Technical Support Associate


(Denver, Colorado)
Full Time
Job Posting Details
About BrightTALK
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
Ideal Candidate
**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
Compensation and Working Conditions
Benefits Benefits included

Additional Notes on Compensation

Friendly, talented, collaborative and entrepreneurial teams. Generous and comprehensive benefits. Training allowance and opportunities to innovate. Team building, volunteer opportunities. MacBooks!

Working Conditions

8:30AM – 5:00PM MDT


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