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Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.
About the Opportunity
The organization is the most customer-centric learning technology company in the world. As the leader in visual and audio-based learning, it empowers organizations to share knowledge effortlessly in a capture and post-capture world. The company doesn’t just build software; it obsesses over users’ goals to deliver solutions that truly matter. The mission is simple: to attract the brightest talent, people like you, to Elevate the Craft and do the most impactful work of your career.
To enhance the team, an experienced Customer Support Analyst I with excellent teamwork and collaboration abilities and a strong understanding of computer systems, networking, and customer service is sought.
In this role, there is an opportunity to do the most impactful work of your career, elevating your craft while contributing to a team that values lifelong learning.
As a Support Analyst I, you aren’t just answering tickets; you are an essential guardian of the customer experience. You will exercise judgment to solve technical hurdles, collaborate across teams to bridge the gap between users and engineering, and contribute to the collective wisdom of the global community. There will also be opportunities to contribute to other initiatives that directly advance core values and support you in elevating your craft.
Key Responsibilities
- Owning the Front Line: Triage and resolve incoming inquiries via the ticketing system, phone, and live chat with a focus on Clarity Over Complexity.
- Building the Knowledge Base: Transform individual solutions into shared assets by writing and maintaining high-quality product documentation and FAQs.
- Technical Problem Solving: Replicate and document product issues, ensuring Engineering teams have the precise data they need to innovate.
- Advocating for the User: Act as a trusted bridge between the customer and the development team, ensuring every interaction builds long-term goodwill.
How the Team Thrives
Success depends on Collective Wisdom. You will join a team that challenges ideas, not people, and focuses on outcomes rather than just activity. World-class support is provided that directly impacts customer retention, ensuring every voice is heard and every teammate is supported when a project hits a snag.
The Foundation for Success
- Customer-Centric Experience: 0–2 years in an externally facing technical support environment where you thrived in a dynamic setting.
- Analytical Mindset: A proven ability to identify, replicate, and describe technical issues with precision.
- Operational Excellence: Strong prioritization skills and the ability to remain self-directed while managing multiple customer needs.
- Educational Baseline: An Associate’s Degree or higher in a tech-related field, paired with a commitment to lifelong learning.
What Sets You Apart
- Experience with software testing or quality assurance.
- A background in video production or editing—helping you speak the language of core users.
- A Bachelor’s degree in Computer Science, MIS, or equivalent hands-on experience.
What Success Looks Like
- Within 6 Months (Integration): You have mastered the internal Knowledge Base and are independently resolving tier-1 tickets with high customer satisfaction scores.
- Within 1 Year (Impact): You are identifying recurring technical trends and have authored at least five major articles in the Knowledge Base that measurably reduce ticket volume for common issues.
- Your Legacy (Ownership): You have become a subject matter expert in a specific area of the product, serving as the go-to resource for both the Support and Engineering teams.
Join the organization and take part in an exciting journey where you will play a key role in its growth trajectory. Smart, motivated individuals who are passionate about technology and making a difference are sought. Come join and be part of something great!
Beyond the Requirements: Even if you don’t feel that you meet every single requirement, you are still encouraged to apply.
The organization is eager to meet people that believe in its mission and can contribute to the team in a variety of ways – not just candidates who check all the boxes.
The organization wants people to feel comfortable expressing their true selves and to come, stay, and do their best work here.
Our people and culture
The organization’s mission is to be the leader in visual and audio-based learning in a capture and post-capture world. The user base is as diverse as the world’s universities and businesses. The organization’s commitment to fostering a fair, equitable, and inclusive culture empowers each member of the 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, the organization is better equipped to tackle its most intricate challenges, leveraging the wealth of different experiences and backgrounds within the team.
This collaborative spirit empowers the team to challenge ideas (not people), recognizing that shared success relies on collective wisdom. It drives continuous improvement and innovation, ultimately elevating the quality of products and services. It’s what sets the organization apart as a unique and rewarding place to work.
Our purpose
The belief is that video can have a transformative effect on learning. A video knowledge management platform was built that helps businesses and universities improve the way that they train, teach, and share knowledge. Since its inception, the organization has been a pioneer in video capture software, video management, and inside-video-search technology. The platform has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users. Today, the knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, the organization 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.
The organization is an Equal Opportunity Employer.
It values and encourages diversity and solicits 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. The organization is committed to providing reasonable accommodation to applicants with disabilities. If accommodation is required for interviewing or otherwise participating in the employee selection process, more detail can be provided on how the organization can further support you by reaching out to the Employee Experience department.
Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. The organization 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. The organization 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.
Use of Artificial Intelligence (AI):
The organization may utilize artificial intelligence (AI) tools to assist in its recruitment and evaluation process. This may include analyzing resumes, assessing skills, and generating insights to help identify qualified candidates.
Please be assured that AI tools are used to support the team, and all final hiring decisions are made by human reviewers. Hiring teams will thoroughly review your application and assessment results. AI is not used to make final decisions regarding your candidacy.
By submitting your application and participating in the recruitment process, you acknowledge and consent to the organization’s use of AI tools as described above.
The organization is committed to full compliance with all applicable labor laws, including Equal Employment (EEOC) laws, across all its company entities.
To ensure fairness and transparency: There is human oversight in all hiring decisions. If you have concerns regarding the use of AI in your assessment, please contact Talent Attraction to request a manual review of your application. Please be aware that while this option is offered, the manual review process may take longer than the standard 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.
Vendor tools may be utilized to assist with the AI process. Vendor functions are ‘skill assessments’ or ‘resume analysis’.
The organization is dedicated to a fair and equitable hiring process for all candidates.
