About Panorama

Panorama is a fast-growing national technology company focused on radically improving education. More than 2,000 school systems serving 15 million students across all 50 states have adopted our platform to understand students’ academic and social-emotional strengths and to identify those in need of additional support. School systems turn to our suite of tools to ensure that every child gets the support they need, including school climate and social-emotional learning surveys, tiered intervention planning, and professional development.

Panoramians can choose to work fully remote anywhere within the Continental United States, in-person from our Boston/San Francisco offices, or a hybrid option.

About The Role

If you enjoy being at the heartbeat of tech support, keep reading. Our Technical Support team provides technical software support to all Panorama users. We connect the dots by providing fast, accurate answers to questions from educators, students, families, staff and community members about our product. We are seeking a Technical Support Engineer, Tier 1 to help provide technical support and guidance to the thousands of users who are on our platform every day. Our users are educators, families and students; sensitivity to their questions and technical capabilities is a must. We also preserve confidentiality with ironclad integrity. No detail or question is too small.

Responsibilities

User Support

• Accurately and thoroughly resolve user questions and technical requests that are received via email, phone, and chat in a timely manner; this requires expertly navigating our product and sleuthing for client details to ensure responses include proper context
• Serve as the primary technical contact for our clients using our self-service platform to answer questions about product navigation, troubleshoot challenges, and ensure platform adoption
• Provide escalated technical and triage support for other team members
• Partner with Technical Support colleagues to identify and escalate mid- and high- complexity questions and requests
• Identify patterns in user support requests and make suggestions for product or process improvement
• Monitor the support desk outside of regular business hours on a rotating schedule to serve as the first line of defense for urgent issues identified

Product and Technical Expertise

• Connect users with resources, offerings, and tools to help them understand best practices and meet their goals with the data they collect through the Panorama platform
• Identify when a client would benefit from new resources and work with the larger Panorama team to create those resources (for example, revised onboarding resources or a new FAQ)
• Become a technical expert on our product; use expertise not only to guide and support our users but to coach and teach other Tier 1 teammates who are learning the product as well
• Actively collaborate with our Survey Operations team to log and oversee client survey data requests
• Attend internal professional development training to gain working knowledge of FTP software, SIS and assessments data systems, and other data collection tools

Our Ideal Candidate

• College degree preferred
• 1-2+ years work experience in a customer-focused position
• 1+ years of background in online technical problem-solving and triage
• Excellent communication skills and a strong focus on delivering white-glove customer service
• Comprehensive knowledge of Mac and PC-based applications in addition to working knowledge of Internet browser compatibility and SSO issues
• Proficient in Google Suite, Microsoft Office, Salesforce, JIRA, and ticketing software such as HelpScout and ZenDesk
• Ability to develop working knowledge of SFTP platforms (ex. FileZilla) and SFTP file transfer processes
• Experience prioritizing and executing multiple tasks throughout the course of a day
• Experience working on and communicating with a team in a fast-paced environment
• Experience making decisions independently with little oversight
• Experience diving into and learning new technologies such as internal company-specific databases
• Experience communicating accurate and complex technical information in an easily digestible manner to multiple key stakeholders through email, phone, and chat

Panorama excitedly hosts two in-person "all team meetings" a year. All Panoramians are invited to attend and travel/hotels are provided.

Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators and families from tremendously diverse backgrounds and identities across the country; we’ve seen how our product and impact are strengthened the more we reflect that diversity. In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other. As such, we are an Equal Opportunity Employer. Panorama also has a policy on maintaining a drug-free workplace.

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