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Panopto

Posted 4 months ago

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Join Our Talent Community: Support Analyst I

Remote - USRemoteFull-time

AI Summary

A Support Analyst I serves as the first responder for user issues, triaging tickets via web, phone, or chat, troubleshooting problems, documenting solutions in the knowledge base, and collaborating with engineering to improve product support.

About this role

About This Opportunity:
We are always on the lookout for exceptional talent to join our team! While we may not have an immediate opening for this role, we are proactively building a pool of talented professionals for upcoming opportunities. We’re excited to connect with passionate, results-driven individuals for Support Analyst I future opportunities. If this sounds like you, we’d love to hear from you!

Propel Your Career in Tech Support as a Support Analyst I at Panopto! Are you passionate about solving problems, while delivering phenomenal customer experiences? As a Support Analyst I at Panopto, you'll be the first responder in helping our users succeed. You’ll prioritize support tickets, assess issues, and collaborate with a team of experts to provide timely and effective solutions.

The role goes beyond troubleshooting, you'll have an opportunity to shape our internal Knowledge Base, ensuring customers and teammates can access the best resources. In this role, you'll gain hands-on experience in a fast-paced tech environment while growing your skills in customer support and technical troubleshooting on a fun, dynamic teamwork.

In this role, you will...

Work You’ll Do:

  • 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 tickers 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 the 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
  • Ability to take on other duties to help drive our vision, mission and align with our organization’s values.

    • Preferred Qualifications:

  • Software testing experience
  • Video production and editing experience
  • BS, preferably in Computer Science or MIS or applicable experience

    • Skills

    Bug TriageDocumentationKnowledge BaseLive ChatPhone SupportProduct TroubleshootingTicket PrioritizationWeb-based Ticketing System

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