[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, empowering organizations to share knowledge effortlessly. The Support Analyst I role involves triaging and resolving customer inquiries, building a knowledge base, and advocating for users by bridging the gap between customers and the development team.

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