Salary Range: 47000 to 58000 (Currency: USD) (Pay period: per-year-salary)

Company Overview:

Panopto is a dynamic and rapidly growing company backed by a leading private equity firm. With a team of approximately 200 dedicated professionals, we are committed to empowering learners with interactive video.

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. Preferred time zone PST, other time zones may be considered.

Position Summary:

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 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 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.

Other duties may be assigned to help drive our vision and mission to align with our organization’s values.

The Team:

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.

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

As we continue to promote growth and expansion, we seek an experienced Support Engineer who enjoys complex troubleshooting in a dynamic environment and is interested in new challenges supporting end users. 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.

Our people and culture

Panopto’s mission is to help anyone share knowledge using video. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a diverse, 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 not only drives us towards effective solutions but also fuels our drive to continually improve and innovate, ultimately enhancing the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work.

Our purpose

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 1,500 companies and universities worldwide with over ten 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.

Panopto is an Equal Opportunity Employer. We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law. Panopto is committed to providing reasonable accommodation to applicants with disabilities. If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the Employee Experience department.

Hybrid, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they must make regular trips to the Pittsburgh office, located on the north side of Pittsburgh along the Three Rivers Heritage Trail with quick access to downtown.

Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely.

Remote, International: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable.

Compensation Overview

Required Qualifications:

Preferred Qualifications:

6 month growth

1 year growth

2 year growth

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