Technical Support Specialist
1 month ago
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
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)
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