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Join Our Talent Community: Support Analyst I

4 months ago
United States
Full-time
Entry Level
Customer Support
Technical Writing and Documentation
Apply Now
Panopto

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 12

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

Apply Now

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