Technical Support Specialist - Pear Deck

What We Do

At GoGuardian, we’re helping build a future where all learners are ready and inspired to solve the world’s greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.

What It’s Like To Work At GoGuardian

We are a fast-growing learning company that thrives on making bold moves and setting high standards. Working with us means joining a (mostly!) remote team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. We balance our rocketship pace with a work culture that offers unbridled support, allyship, and inclusivity…to say nothing of fun! Join our Neurodiversity ERG, attend an online magic show (and bring your kids), head to a DEI Community of Practice session, share a pet photo with other dog lovers, or relax in an online meditation class. Our culture has earned us accolades! We have been named one of Built In's 2022 Best Places to Work™ and are certified as a Great Place to Work®.

The Role

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!

Reporting to a Technical Support Manager, this position is focused on expertly handling all of Pear Deck and Giant Steps’s support requests. When teachers have questions or run into technical issues, you’ll be there to help through email or live chat. (Chat for Pear Deck only) You’ll collaborate with members of your team and colleagues across the company to ensure consistency consistent, delightful, and helpful support is delivered to every user every day.

Hours: Monday-Friday, 8:00am - 5:00pm to start. Shift may change as needed. This is an hourly paid opportunity.

What You’ll Do

• Manage inbound support requests through email and chat.
• Attend team meetings to discuss common issues, learn from each other about best responses, and maintain consistent voice and tone
• Maintain a speedy response time and happy customer rating, with a continual focus on process improvement
• Keep records of the most common support issues and methods to solve them. You’re our first line of product feedback and we want you to be the voice of the customer.
• Conduct troubleshooting to help the product and tech teams solve customer problems quickly and efficiently
• Provide helpful, empathic support to teachers and school administrators facing technical issues or questions about Pear Deck or Giant Steps functionality
• Update help articles and videos to ensure the best, most accurate information is always available

Who You Are

• Love and understanding of software and emerging technologies
• Self-starter and self-learner who is constantly trying to improve themselves and processes
• College Degree Preferable
• Previous experience in service - preferably online customer support
• Some experience teaching or working with teachers is preferable but not necessary
• Great written and verbal communication skills: Ability to clearly explain complicated ideas in written form and to patiently get to the heart of a problem through empathetic questions to customers

What We Offer

• Competitive pay, complete health insurance, 401(k) matching, bonuses, and an employee stock option plan.
• Flexible time off, 13 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 wellbeing: learning funds, lifestyle funds, online yoga & meditation classes, fertility & adoption reimbursement, giving funds with company match, and more…

Plus The Intangible

• Supportive, driven colleagues who have your back and share your passion.
• A varied and challenging role in a global and highly innovative high-growth company.

The typical base salary range for this position is $46,000 - $53,000 plus variable pay per year. 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.

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.

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