We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians.
The Team
The Technical Support team is made up of individuals who are naturally inquisitive, have a strong customer focus, and love to help solve the most difficult problems. Do you consider yourself a problem solver? Someone who can’t let a question go unanswered? Are you driven to improve processes and delight customers at every turn? We’re looking for you!
The Role
As a Technical Support Specialist you will be reporting to a Technical Support Manager or Team Lead. This position is focused on expertly handling all of our customer support requests. When admins and teachers have questions or run into technical issues, you’ll be there to help through email, chat or phone calls. You’ll collaborate with members of your team and colleagues across the company to ensure consistency, delightful, and helpful support is delivered to every user every day.
What You'll Do
- Support our IT Administrators, teachers and other faculty who have questions about our GoGuardian products
- Responding to customer queries in a timely and accurate way, via email, chat or phone,
- Assist in support hours of operation and off hour production emergencies.
- Educate and empower customers on self task performance and investigations.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Follow up with customers to ensure their technical issues are resolved
Who You Are
- An individual who is self-starting and who has excellent communication and problem-solving skills
- Ability to multitask, prioritize and manage time effectively
- Naturally inquisitive with strong technical troubleshooting skills
- Proven customer support or customer relationship management experience
- Establish and maintain relationships of trust through open and interactive communication
- Experience with DNS and basic networking concepts is preferred
- Feels brave leaping into the unknown and comfortable with consistent change - agility is key!
- Must be flexible with shift schedule (hours of operation span 5am-5pm PST)
What We Offer
- Competitive pay, complete health insurance, 401(k) matching, and an employee equity plan.
- Flexible time off, paid holidays, paid parental leave, wellness days, and a paid year-end holiday break.
- A robust catalog of benefits that support your professional growth and personal well being, including work from home funds, fertility &adoption reimbursement, and more…
Plus the intangible:
- A varied and challenging role in a global and highly innovative high-growth company.
- Supportive, driven colleagues who have your back and share your passion.
The typical base salary range for this position is $24.00 per hour. The range displayed on this job posting reflects the minimum and maximum target for new hire base pay for this position and your pay will be determined by a variety of factors, including your primary work location, skills, qualifications and experience. Additional benefits information is listed on our careers page.
Please share this with your friends or co-workers who may be interested in working at GoGuardian! We have multiple openings and are always looking for talented people.
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