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Join Our Talent Community: Support Analyst I

Panopto
Remote, USA
Full-time
Entry · 0+ years experience
Remote
USD 45000-55000 yearly / year
Discovered 6 days ago
Ticketing system
Free

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Key skills for this role

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  • 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 the 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.
  • 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
  • Ability to take on other duties to help drive our vision, mission and align with our organization’s values.
  • Software testing experience
  • Video production and editing experience
  • BS, preferably in Computer Science or MIS or applicable experience

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