Technical Support Specialist

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 be supporting IT Administrators, teachers and other faculty who have questions about GoGuardian products. You will be responding to customer queries in a timely and accurate way, via email, chat or phone. The specialist will also assist in support hours of operation and off hour production emergencies. You will be educating and empower customers on self task performance and investigations, analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users), and following up with customers to ensure their technical issues are resolved.