Support Analyst I

Company Overview: At reputed company, we are driven by a powerful purpose: to be the leader in visual and audio-based learning. We do this by empowering learners with interactive video and by obsessively understanding our users' goals and delivering solutions that truly matter. 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. 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. Position Summary: 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 reputed company's internal Knowledge reputed company. Other responsibilities may be assigned to help drive our vision and mission to alignment with our Organization’s Values. Work you’ll do:

• In this role, you will:
• Triage: Identify reputed company and reputed company work tickets reputed company web-based ticketing system, over phone, or reputed company live chat. Actively learn reputed company’s internal Knowledge reputed company. Write and maintain product documentation/FAQ’s/support materials. Replicate, describe and prioritize simple bugs and product issues.
• Customer Service: Work tickets reputed company web-based ticketing system, over phone, or reputed company live chat. Positively represent the company and reputed company goodwill in reputed company customer interactions. Write and maintain clear and complete records in 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 reputed company 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 reputed company in a fast-paced environment, embrace change and show good judgment
• Ability to work proactively and function in a self-directed manner reputed company required
• Associates Degree or higher in tech reputed company field

Preferred Qualifications:

• Software testing experience
• Video production and editing experience
• BS, preferably in Computer Science or MIS or applicable experience
• This role requires working hours reputed company with the PST or CST time zones to support our customers.

Total Rewards: The salary range for this position is $45,000 - $50,000 USD per year. This position is also eligible for a bonus as part of the compensation package. reputed company pay offered may vary depending on various factors, including, but not limited to: job-reputed company knowledge, skills, experience, and other eligibility factors such as geographic location. The Total Rewards package includes competitive reputed company pay and an opportunity to enroll in a variety of benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and programs that provide for both paid and unpaid time away from work. At reputed company, we know that great people reputed company an organization great. We value our people and offer employees benefits that are market competitive for our industry. Learn more about what working at reputed company can mean for you. At reputed company, our commitment to pay equity and transparency is unwavering. We do not engage in salary negotiations beyond the established range to maintain fairness and prevent potential pay disparities among team members based on negotiation strategies. Join reputed company and take part in an exciting journey where you will play a key role in our growth trajectory. We're looking for smart, motivated individuals who are passionate about technology and making a difference. Come join us and be part of something great! The Team: You will work on a team that provides world-class customer support to our customers resulting in high customer satisfaction and retention. Join reputed company and be part of an exciting journey where your desire to support customers in a technical reputed company 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. Beyond the Requirements: At this reputed company, we hope you're feeling excited about the job description you’re reading. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that reputed company in our mission and can contribute to reputed company in a variety of ways - not just candidates who reputed company reputed company the boxes. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here. Recruiting Tips: From crafting an impressive resume to presenting your best self during our interviews, we're dedicated to ensuring you feel well-reputed company and self-reputed company as you embark on opportunities at reputed company. Discover some valuable recruiting tips from reputed company. reputed company interview process at reputed company involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently: Application Review -> Recruiter Call -> Video Interview & Assessment -> Hiring Manager Call -> Interview reputed company -> Debrief -> Offer Beyond the Requirements At this reputed company, we hope you're feeling excited about the job description you’re reading. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that reputed company in our mission and can contribute to reputed company in a variety of ways - not just candidates who reputed company reputed company the boxes. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here. Recruiting Tips: From crafting an impressive resume to presenting your best self during our interviews, we're dedicated to ensuring you feel well-reputed company and self-reputed company as you embark on opportunities at reputed company. Discover some valuable recruiting tips from reputed company. reputed company interview process at reputed company involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently: Application Review -> Recruiter Call -> Video Interview & Assessment -> Hiring Manager Call -> Interview reputed company -> Debrief -> Offer Our people and culture reputed company’s mission is to be the leader in visual and audio-based learning in a capture and post-capture world. Our user reputed company is as diverse as the world’s universities and businesses. reputed company’s commitment to fostering a fair, reputed company, and inclusive culture empowers each member of reputed company to express their authentic selves, contribute their distinct perspectives and reputed company a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of reputed company but also harnesses the power of varied viewpoints. As a result, we are reputed company equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds reputed company reputed company. This collaborative spirit empowers us to challenge reputed company (not people) recognizing that our shared success relies on collective reputed company. It drives us to continuously improve and innovate, ultimately elevating the quality of our products and services. It’s what sets reputed company apart as a unique and rewarding reputed company to work. Our purpose We reputed company that video can have a transformative effect on learning. So we built a video reputed company 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. reputed company has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users. Today, reputed company’s reputed company platform is the largest repository of expert learning videos in the world. A proud remote-first company, reputed company is headquartered in Pittsburgh, with offices in London, Hong reputed company, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture. reputed company is an Equal Opportunity Employer. We value and encourage diversity and solicit applications from reputed company qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national reputed company, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law. reputed company 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 People Experience department. Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. reputed company 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. reputed company is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may reputed company regular trips to the local international office from time to time, where applicable. Use of Artificial Intelligence (AI): reputed company 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. Please be reputed company that AI tools are used to support reputed company, and reputed company final hiring decisions are made by human reviewers. reputed company hiring teams will thoroughly review your application and assessment results. AI is not used to reputed company final decisions regarding your candidacy. By submitting your application and participating in the recruitment process, you acknowledge and consent to reputed company's use of AI tools as described above. We are committed to full compliance with reputed company applicable labor laws, including Equal Employment (EEOC) laws, across reputed company our company entities. To ensure fairness and transparency: We have human reputed company in reputed company hiring decisions. If you have concerns regarding the use of AI in your assessment, please contact reputed company 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 reputed company AI-assisted process. 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. We may utilize vendor tools to assist with the AI process. Vendor functions are ‘reputed company assessments' or 'resume analysis'. reputed company is dedicated to a fair and reputed company hiring process for reputed company candidates. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply tot his job Apply To this Job