<div><b>Company Overview: </b></div><div>At Panopto, <b>we are driven by a powerful purpose:</b> to be the leader in visual and audio-based learning. We do this by <b>empowering learners with interactive video and by obsessively understanding our users goals and delivering solutions that truly matter.</b> Backed by a leading private equity firm, we are a team of approximately 200 professionals dedicated to doing the most impactful work of our careers. </div><div><br /></div><div><span>Due to the rapid growth and expansion of our organization, we are seeking a Customer Support Analyst I with excellent teamwork and collaboration abilities with a strong understanding of computer systems, networking, and customer service.</span></div><div><br /></div><div><b>Position Summary:</b></div><div><span>As a Support Analyst I, you will prioritize support tickets; exercise individual judgment based on the severity of the issue; work closely with other Support team members to provide a great user experience. You will also be responsible for contributing to Panoptos internal Knowledge Base. Other responsibilities may be assigned to help drive our vision and mission to  alignment with our Organization’s Values.</span></div><h3>Work you’ll do:</h3><ul><li><u><b>In this role, you will:</b></u></li><li><b>Triage:</b> 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.</li><li><b>Customer Service: </b>Work tickets 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 ticketing system of actions taken.</li><li><b>Team Collaboration: </b>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 &amp; Development on complex customer issues.</li></ul><h3>Required Qualifications:</h3><ul><li>0-2 years in a fast-paced, externally facing technical support role</li><li>Ability to identify and describe issues</li><li>Great prioritization and multitasking skills</li><li>Great teamwork and collaboration skills</li><li>Ability to excel in a fast-paced environment, embrace change and show good judgment</li><li>Ability to work proactively and function in a self-directed manner when required</li><li>Associates Degree or higher in tech related field</li></ul><h3>Preferred Qualifications: </h3><ul><li>Software testing experience</li><li>Video production and editing experience</li><li>BS, preferably in Computer Science or MIS or applicable experience</li><li>This role requires working hours aligned with the PST or CST time zones to support our customers.</li></ul><div><span>Join Panopto and take part in an exciting journey where you will play a key role in our growth trajectory. Were looking for smart, motivated individuals who are passionate about technology and making a difference. Come join us and be part of something great! </span></div><div><br /></div><div><b>The Team:</b></div><div><br /></div><div><span>You will work on a team that provides world-class customer support to our customers resulting in 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 youre a proactive, technically-minded professional ready to provide an exceptional customer experience, we encourage you to apply.</span></div><div><br /></div><div><b>Beyond the Requirements</b></div><div>At this point, we hope youre feeling excited about the job description you’re reading. Even if you dont feel that you meet every single requirement, we still encourage you to apply.</div><div>Were eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes.</div><div>We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.</div><div><br /></div><div><b>Recruiting Tips:</b></div><div>From crafting an impressive resume to presenting your best self during our interviews, were dedicated to ensuring you feel well-prepared and self-assured as you embark on opportunities at Panopto. Discover some valuable<b> </b><a href="https://drive.google.com/file/d/1box-yIox0i_LFBn4BjAez7HOOgF3Gf3P/view?usp=sharing"><b>recruiting tips</b></a> from our team.</div><div>The standard interview process at Panopto involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently: Application Review -&gt; Recruiter Call -&gt; Video Interview &amp; Assessment -&gt; Hiring Manager Call -&gt; Interview Loop -&gt; Debrief -&gt; Offer</div><div><br /></div><div><b>Our people and culture</b></div><div>Panopto’s mission is to be the leader in visual and audio-based learning in a capture and post-capture world. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a fair, 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 empowers us to challenge ideas (not people) recognizing that our shared success relies on collective wisdom. It drives us to continuously improve and innovate, ultimately elevating the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work.</div><div><br /></div><div><b>Our purpose</b></div><div>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 1,600 companies and universities worldwide with over 11 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.</div><div><br /></div><div>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 <a href="http://px@panopto.com">People </a><span><a href="http://px@panopto.com">Experience</a> department</span>.</div><div><br /></div><div><b>Remote, US:</b> 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. </div><div><b>Remote, International:</b> 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.</div><div><br /></div><div><b>Use of Artificial Intelligence (AI):</b></div><div>Panopto may utilize artificial intelligence (AI) tools to assist in our recruitment and evaluation process. This may include analyzing resumes, assessing skills, and generating insights to help identify qualified candidates.</div><div><br /></div><div>Please be assured that AI tools are used to support our team, and all final hiring decisions are made by human reviewers. Panopto hiring teams will thoroughly review your application and assessment results. AI is not used to make final decisions regarding your candidacy.</div><div><br /></div><div>By submitting your application and participating in the recruitment process, you acknowledge and consent to Panoptos use of AI tools as described above.</div><div><br /></div><div>We are committed to full compliance with all applicable labor laws, including Equal Employment (EEOC) laws, across all our company entities.</div><div><br /></div><div>To ensure fairness and transparency: We have human oversight in all hiring decisions. If you have concerns regarding the use of AI in your assessment, please contact Panopto Talent Attraction to request a manual review of your application. Please be aware that while we offer this option, the manual review process may take longer than the standard AI-assisted process.</div><div><br /></div><div>Any data collected during this process, including video recordings if applicable, will be retained only for the duration necessary to fulfill the hiring purpose and will be deleted shortly thereafter once the role is filled.</div><div>We may utilize vendor tools to assist with the AI process. Vendor functions are ‘skill assessments or resume analysis.</div><div><br /></div><div>Panopto is dedicated to a fair and equitable hiring process for all candidates. </div>

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