加入我们的人才库：支持分析师I
Join Our Talent Community: Support Analyst I
关于该职位：
我们一直在寻找优秀的人才加入我们的团队！虽然我们可能没有立即的职位空缺，但我们正在积极为未来的职位建立人才库。我们期待与有热情、注重结果的个人在支持分析师I的未来机会中合作。如果你觉得这符合你，我们很期待收到你的消息！
在Panopto担任支持分析师I，开启你的技术支援职业！你是否热衷于解决问题，同时提供卓越的客户体验？作为Panopto的支持分析师I，你将是帮助用户成功的首要响应者。你将优先处理支持工单，评估问题，并与专家团队协作，提供及时有效的解决方案。
这个职位不仅仅是解决故障，你还有机会塑造我们的内部知识库，确保客户和同事可以访问最佳资源。在这个职位上，你将在快节奏的技术环境中获得实践经验，同时在有趣、充满活力的团队合作中提升你在客户服务和技术故障排除方面的技能。
在这个职位上，你将……
团队介绍：
你将加入一个在世界级客户支持团队中为客户带来实际影响的团队。你将有能力创造高客户满意度和留存率。加入Panopto，成为一段激动人心旅程的一部分，你的技术性客户服务意愿将显著影响客户体验的质量。如果你是一个积极主动、技术导向的专业人士，准备好提供卓越的客户体验，我们鼓励你申请。
公司简介：
Panopto是一家快速增长、创新的公司，由一家领先的私募股权公司支持，我们致力于革新学习和知识共享。拥有200多名专业人员的团队，我们通过先进的按需视频平台，使全球机构和组织能够分享知识并激发增长。考虑加入我们，成为塑造互动视频未来团队的一员！
我们的员工与文化：
Panopto的使命是帮助任何人通过视频分享知识。我们的用户群体如同世界上的大学和企业一样多样化。Panopto致力于营造多元化、公平和包容的文化，使每位团队成员都能表达真实的自我，贡献自己的想法。
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About This Opportunity:
We are always on the lookout for exceptional talent to join our team! While we may not have an immediate opening for this role, we are proactively building a pool of talented professionals for upcoming opportunities. We’re excited to connect with passionate, results-driven individuals for Support Analyst I future opportunities. If this sounds like you, we’d love to hear from you!
Propel Your Career in Tech Support as a Support Analyst I at Panopto! Are you passionate about solving problems, while delivering phenomenal customer experiences? As a Support Analyst I at Panopto, you'll be the first responder in helping our users succeed. You’ll prioritize support tickets, assess issues, and collaborate with a team of experts to provide timely and effective solutions.
The role goes beyond troubleshooting, you'll have an opportunity to shape our internal Knowledge Base, ensuring customers and teammates can access the best resources. In this role, you'll gain hands-on experience in a fast-paced tech environment while growing your skills in customer support and technical troubleshooting on a fun, dynamic teamwork.
In this role, you will...
The Team:
You will work on a team that provides a real impact for our customers on a world-class customer support team. You will have the ability to create 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.
Company Overview:
Panopto is a fast-growing, innovative company backed by a leading private equity firm and we are on a mission to revolutionize learning and knowledge sharing. With a dedicated team of 200+ professionals, we’re empowering institutions and organizations globally through our cutting-edge on-demand video platforms, enabling companies to share knowledge and inspire growth. Consider joining us and becoming part of a team that’s shaping the future of interactive video!
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.
Work You’ll Do:
· 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.
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
· Ability to take on other duties to help drive our vision, mission and align with our organization’s values.
Preferred Qualifications:
· Software testing experience
· Video production and editing experience
· BS, preferably in Computer Science or MIS or applicable experience