Join Our Talent Community: Support Analyst I

Position Overview

• Location Type: Not Specified
• Employment Type: Not Specified
• Salary: $45,000 - $55,000 a year

Panopto is proactively building a pool of talented professionals for future Support Analyst I opportunities. This role focuses on providing first-level support to users, prioritizing tickets, assessing issues, and collaborating with a team to deliver timely solutions. You’ll also contribute to the internal Knowledge Base and gain experience in a fast-paced tech environment.

Requirements

• Experience: 0-2 years in a fast-paced, externally facing technical support role.
• Education: Associates Degree or higher in a tech-related field (Computer Science, MIS, or equivalent experience).
• Skills:
  • Ability to identify and describe issues.
  • Great prioritization and multitasking skills.
  • Strong teamwork and collaboration skills.
  • Ability to excel in a fast-paced environment.
  • Ability to work proactively and function in a self-directed manner.

Responsibilities

• Triage: Identify priority and route work tickets via web-based ticketing system, over phone, or via live chat.
• Knowledge Base Development: Actively learn Panopto’s internal Knowledge Base.
• Documentation: Write and maintain product documentation/FAQ’s/support materials.
• Bug Reporting: Replicate, describe, and prioritize simple bugs and product issues.
• Customer Service: Provide support via web-based ticketing system, over phone, or via live chat. Represent the company and develop goodwill in customer interactions. Maintain clear records in the ticketing system.
• Team Collaboration: Work closely with other Support team members to provide a great user experience. Provide timely updates to customers.
• Escalation: Escalate and work with Engineering & Development on complex customer issues.
• Other Duties: Take on other duties to help drive the company’s vision, mission, and align with organizational values.

Preferred Qualifications

• Software Testing Experience: Beneficial.
• Video Production/Editing Experience: Beneficial.
• Education: BS, preferably in Computer Science or MIS.

Application Instructions

Information about how to apply is not provided in the job description. Please contact Panopto directly to express interest in future opportunities.