Technical Support Representative

About the Role:
Panorama’s Technical Support team provides platform support to all Panorama users. We
connect educators, students, families, staff and community members to valuable resources and
provide fast, accurate answers to their questions about our product. We are seeking a Technical
Support Representative to help provide technical support and guidance to the thousands of
users on our platform daily.

Responsibilities:
● Respond to unique requests from our client base via our communication channels
(email, phone, chat)
● Assist our customers and internal teams by diagnosing and troubleshooting technical
issues related to Panorama software and platforms
● Provide strong support to our customers through accurate and responsive assistance.
● Ensure proper documentation and resolution takes place on all our client interactions.
● Escalate complex issues to higher tiers of support as needed

Our Ideal Candidate Has:
● Advanced English comprehension (C1/C2 Level)
● Strong verbal and written communication skills
● Determined focus on providing great customer service
● Advanced analytical skills, as well as willingness to learn and improve
● Basic knowledge in software, hardware and computer settings

Alternate desired qualifications can be:
● Experience working in CX support, technical support or a related field
● Understanding of ticketing systems (JIRA, Zendesk, Remedy, etc.)
● Experience working under a multi-channeled support environment
● G-Suite and Mac knowledge

Nice to Have:
● A Bachelor’s or Master’s degree (majoring in Business, Economics, Marketing, Sales,
Communications, Social Impact, Entrepreneurship or another related field)