Support Analyst I

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, identify priority and route work tickets via web-based ticketing system, over phone, or via live chat. You will also be responsible for contributing to Panopto's internal Knowledge Base, actively learn Panopto’s internal Knowledge Base, write and maintain product documentation/FAQ’s/support materials and replicate, describe and prioritize simple bugs and product issues. You will actively learn Panopto’s internal Knowledge Base and positively represent the company and develop goodwill in all customer interactions. You will also write and maintain clear and complete records in ticketing system of actions taken and escalate and work with Engineering & Development on complex customer issues.