Support Analyst I

Support Analyst I At Panopto, we are driven by a powerful purpose: to be the leader in visual and audio-based learning. We do this by empowering learners with interactive video and by obsessively understanding our users' goals and delivering solutions that truly matter. Backed by a leading private equity firm, we are a team of approximately 200 professionals dedicated to doing the most impactful work of our careers. Due to the rapid growth and expansion of our organization, we are seeking a Customer Support Analyst I with excellent teamwork and collaboration abilities with a strong understanding of computer systems, networking, and customer service. As a Support Analyst I, you will prioritize support tickets; exercise individual judgment based on the severity of the issue; work closely with other Support team members to provide a great user experience. You will also be responsible for contributing to Panopto's internal Knowledge Base. Other responsibilities may be assigned to help drive our vision and mission to alignment with our Organization's Values. Work You'll Do: In this role, you will: Triage: Identify priority and route work tickets via web-based ticketing system, over phone, or via live chat. Actively learn Panopto's internal Knowledge Base. Write and maintain product documentation/FAQ's/support materials. Replicate, describe and prioritize simple bugs and product issues. Customer Service: Work tickets via web-based ticketing system, over phone, or via live chat. Positively represent the company and develop goodwill in all customer interactions. Write and maintain clear and complete records in ticketing system of actions taken. Team Collaboration: Work closely with other Support team members to provide a great user experience. Be friendly, efficient, and dependable, providing timely updates to customers. Escalate and work with Engineering & Development on complex customer issues. Required Qualifications: 0-2 years in a fast-paced, externally facing technical support role Ability to identify and describe issues Great prioritization and multitasking skills Great teamwork and collaboration skills Ability to excel in a fast-paced environment, embrace change and show good judgment Ability to work proactively and function in a self-directed manner when required Associates Degree or higher in tech related field Preferred Qualifications: Software testing experience Video production and editing experience BS, preferably in Computer Science or MIS or applicable experience This role requires working hours aligned with the PST or CST time zones to support our customers. The salary range for this position is $45,000 - $50,000 USD per year. This position is also eligible for a bonus as part of the compensation package. Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge, skills, experience, and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and programs that provide for both paid and unpaid time away from work. At Panopto, we know that great people make an organization great. We value our people and offer employees benefits that are market competitive for our industry. Learn more about what working at Panopto can mean for you. Join Panopto and take part in an exciting journey where you will play a key role in our growth trajectory. We're looking for smart, motivated individuals who are passionate about technology and making a difference. Come join us and be part of something great You will work on a team that provides world-class customer support to our customers resulting in high customer satisfaction and retention. Join Panopto and be part of an exciting journey where your desire to support customers in a technical capacity will significantly impact the quality of our customers' experience. If you're a proactive, technically-minded professional ready to provide an exceptional customer experience, we encourage you to apply. At this point, we hope you're feeling excited about the job description you're reading. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here. Panopto's mission is to be the leader in visual and audio-based learning in a capture and post-capture world. Our user base is as diverse as the world's universities and businesses. Panopto's commitment to fostering a fair, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit empowers us to challenge ideas (not people) recognizing that our shared success relies on collective wisdom. It drives us to continuously improve and innovate, ultimately elevating the quality of our products and services. It's what sets Panopto apart as a unique and rewarding place to work. We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users. Today, Panopto's knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture.