Panopto

Panopto is a leading video platform offering secure multimedia knowledge capture solutions for businesses and universities worldwide.

Media

Consumer Discretionary

51-250 (150)

Founded 2007

$8M raised

15 open positions

Links

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Join Our Talent Community: Support Analyst I

1 hour, 45 minutes ago

United States

Full-time

Entry Level

Customer Support

Technical Writing and Documentation

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Panopto

Panopto is a leading video platform offering secure multimedia knowledge capture solutions for businesses and universities worldwide.

Media

51-250

Founded 2007

$8M raised

View All Jobs 15

Description

Triage incoming support tickets and route work through web-based ticketing, phone, or live chat channels.
Assess, describe, replicate, and prioritize customer issues, bugs, and product problems.
Provide timely customer support and represent the company positively in all interactions.
Maintain clear, accurate records of support actions in the ticketing system.
Write and update product documentation, FAQs, support materials, and the internal Knowledge Base.
Collaborate with other Support team members to deliver a strong customer experience.
Escalate complex customer issues and work closely with Engineering and Development teams.
Learn Panopto’s products and internal support resources proactively.
Help drive customer satisfaction and retention through dependable, efficient support.

Requirements

0-2 years of experience in a fast-paced, externally facing technical support role.
Ability to identify, analyze, and clearly describe technical issues.
Strong prioritization and multitasking skills.
Strong teamwork, collaboration, and communication skills.
Ability to work effectively in a fast-paced environment and adapt to change.
Ability to work proactively and independently when needed.
Associate’s degree or higher in a tech-related field.
Preferred: software testing experience.
Preferred: video production and editing experience.
Preferred: bachelor’s degree in Computer Science, MIS, or equivalent applicable experience.

Benefits

Salary range of $45,000-$55,000 per year.
Eligibility for an annual bonus.
Health insurance coverage.
Flexible spending accounts.
Retirement savings plans.
Life and disability insurance programs.
Paid and unpaid time away from work.
Remote-first work environment with remote work eligibility in the US and internationally.

Interested in this position?

Apply directly on the company website

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