**Job responsibilities**- Monitor incoming cases and perform an initial assessment of the issue- Assist in creating and updating internal documentation for the Support Team- Ad hoc projects as needed**Qualifications/Experience**:- In pursuit of a college degree.- Experience in a Customer Service organization or call center is a plus.- Demonstrated ability to lead and manage initiatives to completion.- Excellent written, oral, and interpersonal communication skills.- Proven analytical /problem-solving ability.- Demonstrated ability to learn new skills quickly.- Ability to work independently and as a part of a team.- Ability to resolve conflicts in a productive and professional manner.- Very people-oriented.- Ability to multitask or prioritize tasks.- Exposure to online video and rich media technologies is a plus.**About Brightcove**As the industry leader in this space, we empower our customers to deliver top-notch video experiences to audiences on every screen in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. Creativity thrives. Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and passions and we have built a culture that values individual empowerment, excellence and collaboration. This culture enables us to develop technologies once thought impossible, provide customer support without parallel or excuses, and leverage the expertise and resources of a global infrastructure. We take our video seriously, and we take great pride in doing it as one team.**Working at Brightcove**As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company's success. We offer competitive benefits and compensation packages.We offer Remote, Hybrid, and Onsite work arrangements to work in our brand new Guadalajara office located in Puerta de Hierro, part of the metropolitan area of Guadalajara. The office has an open yet focused working space layout and employees enjoy access to stocked kitchens with daily catered lunches and social activities that celebrate a variety of personal interests. We have plenty of opportunities to meet your colleagues around the globe and we also celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of Brightcove, Pride of Brightcove, Parents of Brightcoveand more!-**Please submit your resume in English to be considered for this job**LI-MR1