[Remote] Support Analyst I
Note: The job is a remote job and is open to candidates in USA. Panopto is the most customer-centric learning technology company in the world, leading in visual and audio-based learning. The Support Analyst I will be responsible for enhancing the customer experience by resolving technical inquiries, collaborating with engineering teams, and contributing to product documentation.
Responsibilities
- Triage and resolve incoming inquiries via our ticketing system, phone, and live chat with a focus on Clarity Over Complexity
- Transform individual solutions into shared assets by writing and maintaining high-quality product documentation and FAQs
- Replicate and document product issues, ensuring our Engineering teams have the precise data they need to innovate
- Act as a trusted bridge between the customer and our development team, ensuring every interaction builds long-term goodwill
Skills
- 0–2 years in an externally facing technical support environment where you thrived in a dynamic setting
- A proven ability to identify, replicate, and describe technical issues with precision
- Strong prioritization skills and the ability to remain self-directed while managing multiple customer needs
- An Associate's Degree or higher in a tech-related field, paired with a commitment to lifelong learning
- Experience with software testing or quality assurance
- A background in video production or editing—helping you speak the language of our core users
- A Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience
Benefits
- Health insurance
- Flexible spending accounts
- Retirement savings plans
- Life and disability insurance programs
- Programs that provide for both paid and unpaid time away from work
Company Overview
Company H1B Sponsorship