Technical Support Representative

| El Segundo
Safer Students. Better Learning. At GoGuardian, we work hard to help K-12 educators understand learning and equip them with the tools they need to help their students thrive. From cloud-based filtering and self-harm alerts to teacher/student chat and screen-sharing, GoGuardian’s software helps integrate technology with classroom instruction to improve learning.
As a Technical Support Representative, you'll support users via email and live chat and act as the main point of contact for software questions ranging from “Help! I don’t how to create a password!” to “Help! I need to setup GoGuardian for my school district and don’t know where to start!” We're looking for a highly technical, organized go-getter and problem-solver who wants to delight our customers by providing accurate and efficient solutions while maintaining GoGuardian’s white-glove support experience. After comprehensive training, you'll play a pivotal role in supporting and maintaining the day-to-day operations of our diverse customer base.
Hours: Monday-Friday, 8:00am - 5:00pm

Responsibilities

  • Field support chats, emails, and phone calls from IT administrators and teachers who have questions about our software
  • Assist customers with our full product suite (after comprehensive training, you’ll be intimately familiar with all of our products)
  • Proactively look for ways to improve internal processes in an effort to increase efficiency
  • Work closely with other GoGuardian teams for efficient cross-team collaboration and user solutions
  • Problem solve like it’s your job, because….well, it is!

Qualifications

  • Love and understanding of software and emerging technologies
  • Prior related experience providing technical support directly to customers
  • Self-starter and self-learner who is constantly trying to improve themselves and processes
  • Feels brave leaping into the unknown and comfortable with consistent change - agility is key!
  • Great writer with a keen eye for the nuances of the English language
  • Would rather swim in solutions than problems and have resourcefulness that puts MacGyver to shame!
  • Bonus Points For:
  • Familiarity with SQL, ZenDesk, G Suite
  • Exposure to coding languages 
  • Tech Start-Up and/or EdTech experience

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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

200 N Sepulveda Ave, El Segundo, CA 90245

An Insider's view of GoGuardian

What are some social events your company does?

We love hanging out together here at GoGuardian and have a different social event almost every week! We’re not short on company events like Oscar viewing parties, basketball or crafts club and Harry Potter birthday celebrations. We also love smaller team events and have done everything from ice skating to biking on the beach to Korean BBQ /karaoke!

Tamar

Business Analyst

What's the biggest problem your team is solving?

Our vision brings tall challenges; one of which is finding ways to sift through nearly insurmountable amounts of data, finding the important nuggets of information, then surfacing it to the right people. By using a combination of machine learning and cutting-edge data science (really), we're building better products for our users.

Zach

Senior Designer

What does career growth look like on your team?

Career growth is something that is talked over, thought through and planned out in open conversation and full collaboration between the team members and the manager of the team. It is clearly defined, from the very first day, as a line connecting your current areas for improvement to when they become areas of excellence.

Yola

Senior Data Scientist

What's something quirky about your company?

Being a company geared towards improving education it’s only fitting that we embrace the theme of the most magical school on the face of the Earth. Of course I’m referring to Hogwarts School of Witchcraft and Wizardry. There’s nothing like wrapping up a game of Fifa in the Forbidden Forest and then jumping into a meeting in the Ministry of Magic.

Cole

Sales Operations Specialist

What are GoGuardian Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Relax, recharge, and refresh with weekly yoga classes & guided aromatherapy meditation. Whether you're a golfer or a gamer (or both), there's probably a weekly activity with your name on it.

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