Support Analyst I

TL;DR

Support Analyst I (Customer Support): Triage and route support tickets via web-based system, phone, or chat with an accent on issue prioritization, bug replication, and knowledge base maintenance. Focus on delivering exceptional customer service, collaborating with engineering on complex issues, and ensuring timely resolutions in a fast-paced environment.

Location: Remote - US

Salary: $45,000 - $55,000 USD per year

Company

Remote-first company providing video knowledge management platform for businesses and universities worldwide.

What you will do

• Triage, prioritize, and route support tickets via ticketing system, phone, or live chat.
• Replicate, describe, and prioritize bugs and product issues while learning the internal knowledge base.
• Write and maintain product documentation, FAQs, and support materials.
• Provide customer service, positively represent the company, and maintain clear records of actions taken.
• Collaborate with support team and engineering to deliver great user experience and resolve complex issues.

Requirements

• 0-2 years in fast-paced, externally facing technical support role
• Ability to identify, describe, and prioritize issues
• Great prioritization, multitasking, teamwork, and collaboration skills
• Ability to excel in fast-paced environment, embrace change, and show good judgment
• Proactive and self-directed work style
• Associates Degree or higher in tech-related field

Nice to have

• Software testing experience
• Video production and editing experience
• BS in Computer Science, MIS, or applicable experience

Culture & Benefits

• Competitive base pay, bonus eligibility, and market-competitive benefits including health insurance, flexible spending accounts, retirement savings, life/disability insurance.
• Paid and unpaid time away from work programs.
• Remote-first company culture emphasizing diversity, equity, inclusion, and innovation.
• Collaborative team environment with global offices and focus on work-life balance.
• Commitment to pay equity and transparency, no salary negotiations beyond posted range.