At GoGuardian, we’re helping share the future of digital learning by providing educators, students, and schools with tools to create engaging and equitable learning environments. Together, we build innovative solutions to empower students, deliver insights, and encourage experimentation. With employees around the globe, we’re committed to building a culture of inclusivity, curiosity, and courage. GoGuardian’s growth is fast and ever-evolving, and our teams are growing along with it — always ready to experiment and learn.

While this job posting uses "El Segundo, CA" as the location, please note this role is currently being recruited for remote work or reporting to headquarters if within commuting distance.

As a Technical content specialist, you’ll provide tier 1 support and produce content/updates for internal and external knowledge bases. You'll be expected to provide feedback on casework via recurring QAs for team members, identify trends, work to identify and address knowledge gaps and work with the support team leadership to plan and execute knowledge base content as well as monitor/own the performance of answerbot/AI ticket solving solutions.

What You'll Do

• Provide hands-on support in the queue for chat and emails no less than 60% of a normal workday.
• Interact with customers via phone, email, and chat.
• Identify gaps in knowledge base and draft/edit documentation (copy, gif, and screenshots) to address these gaps.
• Produce clear, concise, and consistent feature and product documentation/content for internal and external use.
• Work with product and engineering teams to download, translate, write, and publish documentation on new or existing product procedures, implementations, deployments, features, and workflows as needed.
• Document, investigate, and drive solutions for complex technical issues within internal and external knowledge base (zendesk/salesforce/confluence)Own, measure, and optimize content for answerbot/AI ticket responses based on the criteria required for the platform.
• Assist in training new hires with new or existing product procedures, implementations, deployments, features, and support team processes/workflowsT
• ake point on internal QAs in cooperation with support team leadership
• Assist in recruiting, training, and development of the support team

Who You Are

• 1 year in a Support role or other intimate Customer Facing Role
• Experience working with multiple teams within an organization
• Experience working with Zendesk
• Experience with Confluence & Jira is a must
• Experience answering support tickets and phone calls in a SaaS environment
• Demonstrated ability to simplify complicated processes
• Excellent communication skills -- both written and oral (must be able to give honest, direct, and actionable feedback)
• Strong organizational skills and excellent follow-through
• Team player, quality minded, focused, committed, able to work independently in a fast-paced, changing environment
• High degree of professional confidence and credibility with effective presence, strong written and verbal communication skills. 
• Able to communicate technical concepts and plans at all levels
• High emotional intelligence, a can-do mentality, creative approach to problem-solving
• Outstanding written, verbal, interpersonal communication skills
• GoGuardian support product mastery - familiar and comfort with troubleshooting and supporting at least 80% of customer cases.
• Ability to learn, master, and teach new technologies and product implementation strategies rapidly.

What We Offer

• A varied and challenging role in a multinational and highly innovative company
• A robust benefits package including health insurance, 401(k) retirement savings plan with company match, employee stock option plan, paid parental leave, 13 paid company holidays, and much more
• Development and further training opportunities for shaping and realizing your career goals
• Exceptional colleagues with a passion for EdTech

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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