Fast Facts

The Technical Support Specialist will provide exceptional customer support to IT Administrators and educators, focusing on resolving technical issues related to GoGuardian products through various communication channels.

Responsibilities: Provide timely and accurate responses to customer inquiries via email, chat, or phone; assist in support operations; educate customers on self-service tasks; analyze and report product issues; follow up with customers to ensure issue resolution.

Skills: Strong communication and problem-solving abilities; multitasking and time management skills; technical troubleshooting; customer support experience; familiarity with DNS and networking concepts.

Qualifications: Self-starter with a curious mindset; ability to adapt to change; flexible with shift scheduling; prior experience in customer relationship management preferred.

Location: United States

Compensation: $24 - $24 / Hourly

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.