Customer Support Specialist, Elai (Contractor)
Remote (COR) - EMEA
Services & Support – Customer Support /
Contractor/Vendor (COR) /
Remote
Company Overview: Panopto is a dynamic and rapidly growing leader in interactive video solutions, backed by a leading private equity firm. Our team of approximately 200 dedicated professionals is committed to empowering learners through powerful, interactive video technology. With the recent acquisition of Elai.io, an innovative AI-driven startup specializing in video generation — we’re expanding our capabilities to drive the future of learning with cutting-edge AI and video innovation.
Project Overview:
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.
Scope or Work:
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.
What you'll do:
- 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.
Skills & Qualifications (Must-Haves):
- 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.
Project Length & Commitment:
- Project Start Date: Immediately
- Estimated Project End Date: Ongoing
- Estimated Weekly Hours: 40 hours a week
- Location: Remote
$800 - $1,000 a month
Competitive rates are based on experience and project scope. Be prepared to discuss your budget.
Why Partner with Us?
Opportunity to work on impactful projects with a growing company.
Collaborative and supportive team environment.
Flexible work arrangements.
How to Apply:
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].
Availability: Please indicate your earliest start date and estimated weekly availability.
Contract Terms:
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.
