Are you passionate about working directly with customers and immediately impacting their success? We are looking for an exceptional person to join our Customer Support team in providing efficient and accurate technical assistance to ensure complete customer satisfaction for our growing customer base of online video publishers. The ideal candidate is a dedicated problem solver, passionate about rich media technologies, and a proven customer advocate. We are looking for someone who is highly motivated with strong technical experience, excellent written and verbal communication skills and high enthusiasm for customer success.

The Business Analyst Co-op is part of a highly specialized support organization that is responsible for the daily operations of multiple industry leading systems. The role requires a blend of general technical and business knowledge. The Business Analyst Co-op must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties.

The Business Analyst Co-op will play a key role assisting with the implementation and development of technical solutions to help the Technical Support team on achieving their goals.

To learn more about the experience, and see how past Co-ops enjoyed their time please click here: http://bcove.me/tmigqhr6.

RESPONSIBILITIES:

• Understand the various internal operational platforms and apply technical knowledge to improve system performance and reliability.
• Assist with implementing technical solutions within internal systems to optimize overall team performance.
• Assist with implementing technical solutions within internal systems to guarantee appropriate tracking of overall team performance.
• Assist with designing and developing internal solutions on the form of Salesforce custom code.
• Prepare documentation for troubleshooting and escalation procedures.
• Follow organizational practices in regards to Incident, Problem, and Change Management along with the creation of database records for these disciplines.
• Work closely with internal groups such as Sales, Finance, Product Management and Business units to streamline internal workflows in order to guarantee best customer experience.
• Devise and assist with the execution of performance led strategies, ensuring key goals are met.
• Present findings through both formal and informal self-generated reports and communicate them via email, group meetings, and/or conference calls
• Produce weekly and daily analytical updates.
• Provide forecasting reports, status updates, and progress reports to the relevant internal groups.

TECHNICAL SKILLS:

• Comfortable with Microsoft Excel (pivot tables a must) & Powerpoint.
• Solid understanding of internet technologies.

QUALIFICATIONS:

• In pursuit of a college degree (Computer Science or Business degree preferred).
• Excellent communication skills and strong customer focus.
• Proven analytical / problem solving ability.
• Fluency in written and spoken English essential, additional languages beneficial.
• Demonstrated ability to lead and manage initiatives to completion.
• Demonstrated ability to learn new skills quickly.
• Ability to work independently and as a part of a team.
• Proven track record of using data to create visualisations and provide a detailed written/verbal representation.
• Detail Oriented.
• Proficiency with organization and time management; ability to multi-task.
• Goal oriented approach with a focus on maintaining workflows and meeting deadlines.

About us

Brightcove is revolutionizing the way organizations deliver video experiences. We are passionate about online video, and day in and day out we help our customers focus on using video to move their business in meaningful ways, whether that’s in broadcasting or publishing, marketing, or enterprise communications. We do this through continuous technical innovation, nurturing a broad video-centric ecosystem, and by being a true partner to our customers. Video moves us and it moves our customers, nearly 5,000 of them in 70 countries.

Why work here?

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.

About the work environment

We are located in Boston's innovation district within walking distance from South Station. We strive to maintain a fun, casual and friendly environment at work. Interns are invited to participate in plenty of fun events and to take advantage of weekly bagel Fridays, monthly cake days and our enormous kitchens and snack cupboard.