Customer Support Specialist, Panopto
Elai, Contractor
$800 - $1,000 a month. Based on experience and project scope. Be prepared to discuss your budget
Video capture, streaming, search, and archiving solutions
Be an early applicant
Video capture, streaming, search, and archiving solutions
101-200 employees
Be an early applicant
$800 - $1,000 a month. Based on experience and project scope. Be prepared to discuss your budget
101-200 employees
Company mission
Committed to designing smarter ways to work and learn with video.
Role
Who you are
- This role is ideal for someone who thrives on helping customers succeed, enjoys solving problems, and can quickly learn the ins and outs of a software product’s UI
- You’re equally comfortable handling technical troubleshooting (including API-related issues) and providing clear, empathetic communication
- While you’ll work closely with technical teams to report and resolve product issues, your strength lies in delivering exceptional customer experiences and turning feedback into actionable insights
- Strong communication skills
- Excellent verbal and writing English
- Ability to quickly understand software products' UI
- Experience with utilizing and troubleshooting API
- Strong organizational skills with a proven ability to deliver results
- This is a contractor/vendor role. You will not be an employee of Panopto. You must be able to invoice us for services rendered and be responsible for your own taxes and benefits. All deliverables must comply with our confidentiality/IP/data handling policies
What the job involves
- We are seeking a highly skilled and motivated Customer Support Specialist to join our team as an independent contractor. This is an exciting opportunity as you will play a key role in supporting our customers’ needs and contributing to one of the best products in the video-generation field
- Respond to customer queries in a timely and accurate way, via email or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints and reach out to provide assistance
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share it with our Product, Sales, and Marketing teams
- Estimated Weekly Hours: 40 hours a week
Application process
- Project Start Date: Immediately
- Estimated Project End Date: Ongoing
- Interested candidates are invited to apply and submit the following:
- Your Resume/CV outlining relevant experience
- A Cover Letter detailing your interest in this specific project, your relevant skills, and your proposed rate (i.e. annual, monthly, etc.)
- Portfolio/Work Samples: [Link to online portfolio, attach relevant documents, or describe examples of your work]
- Please indicate your earliest start date and estimated weekly availability
Our take
The concept for Panopto developed in the early noughties when the founders noticed that storing videos on computer hard drives was becoming cheaper than storing them on tape. The company’s foundations were in a free software paid support service that provided the tools for downloading videos onto a computer. Nearly two decades later, Panopto provides educational institutions and enterprise businesses with screencasting, lecture recording, streaming and video content management software.
Panopto’s modern platform offers clients in education, aviation, telecoms, and healthcare, among others, an all-in-one video platform for creating and publishing video content. Its audience engagement tools, alongside GenAI video production software (through the acquisition of Elai), keep the company in step with modern innovations within the content production sector.
Panopto continues to grow its reach and in 2024 launched a cloud hosting service in Japan and acquired cloud hosting and GenAI startups to fuel its growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Aug 2016
$42.8m
GROWTH EQUITY VC
Jan 2011
$4m
EARLY VC
Total funding: $48.5m
Company benefits
- Time Off Benefits - Generous and flexible leave policies. Unlimited Take What You Need PTO, including sick days for when you need it most. Holidays to celebrate with loved ones. Extended bereavement program to support you during difficult times. Tenured Leave opportunities for long-term employees to recharge and reflect. Extended Maternity and Paternity Leave to cherish family moments. Volunteer time off to give back to your community
- Core Benefits - At Panopto, we prioritize both professional growth and a fulfilling,balanced life for our employees. Our core benefits include comprehensive health, dental, vision, life and ancillary insurance plans. We provide access to a benefits preview to understand how Panopto benefits would support you and short-term and long-term disability insurance for peace of mind
- Retirement and Savings Benefits - 401k plan with company match to secure your financial future. Healthcare spending and reimbursement accounts for your well-being
- Healthful Living Benefits - At Panopto we understand well being is about more than physical health. We’re proud to offer workplace perks such as daily mental health break walks, a wellness rewards program to support your well-being, an employee assistance program for confidential support and a mindfulness program for stress reduction
- Remote Work Benefits - Enjoy all the benefits of a remote-first workplace that supports full work from home for ultimate flexibility. Childcare schedule flexibility to balance work and family life. Asynchronous work to accommodate your unique schedule
- Rewards, Recognition, and Employee Perks - Our great team is Panopto’s most valuable asset. We’re proud to offer an employee recognition program to celebrate your achievements, a Values Awards program to embody our company culture and referral bonuses for bringing great talent to Panopto
- Career Development Benefits - Panopto’s career tracks and competency and skills training will help you advance your career. We offer access to the LinkedIn Learning Program to expand your knowledge, AWS services and architecture training to stay ahead, and secure coding training to enhance your skills
Company HQ
North Shore, Pittsburgh, PA
Leadership
Jason Beem
(CEO)Previously Interim CRO at Advantive, COO at Stackline, Operating Executive at ST6 and Senior Vice President at Accruent.
Andrew Herning
(CFO)Previously Senior VP of Finance at Billtrust, CFO at UniTek Global Services, Inc. and American Standard.
Amit Mondal
(CTO)Previously worked as Group Vice President of Development at PowerSchool Group, was an Official Member of the Forbes Technology Council, Senior VP at SumTotal Systems and was the Director at Oracle.
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