Tech Support Analyst

Guardian Service Holdings LLC; Raleigh (NC); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Flexible PTO

Cell phone reimbursement

Relax & Recharge bonus

Learning stipend

Charity match

Job summary

Guardian Service Holdings LLC is seeking a Tech Support Analyst to support sales agents and internal teams. You will troubleshoot call intake issues, software problems, and routing challenges to ensure a smooth sales process.

The role emphasizes identifying patterns, reproducing issues, and collaborating with vendors to implement effective solutions, while documenting processes for future avoidance of disruptions.

Qualifications

• At least 2 years of experience in technical support, software support, operations support, help desk, or related field.
• Experience troubleshooting software applications and investigating technical issues.
• Experience with VoIP, CRM platforms, call management software, ticketing systems, or other business apps is a plus.

Responsibilities

• Serve as a primary point of contact for sales agents with tech issues.
• Troubleshoot issues affecting incoming calls, call routing, software functionality, and agent tools.
• Gather detailed information from agents about issues, including timing, frequency, and affected systems.
• Identify trends and recurring patterns to determine root causes and prevent disruptions.
• Investigate and reproduce reported issues to pinpoint sources of problems and validate solutions.
• Collaborate with internal teams and external vendors to resolve complex issues and communicate findings.
• Track support requests, document troubleshooting steps, and maintain a record of recurring issues and resolutions.
• Monitor ongoing issues to assess solution effectiveness and determine if additional action is needed.
• Look for opportunities to improve system reliability and help agents spend more time serving customers.

Skills

Customer support

Problem solving

Tools

VoIP systems

CRM platforms

Call management software

Ticketing systems

Job description

Tech Support Analyst

Department: Technology

Employment Type: Full Time

Location: Raleigh, NC

Description

About The Role

Guardian Service is seeking a Tech Support Analyst to work across business teams and sales agents to troubleshoot call intake issues, resolve software problems, and ensure our technology supports a seamless sales process. You'll investigate issues as they arise, identify patterns across agent reports, and work to uncover root causes so we can prevent recurring problems. This role is ideal for someone who enjoys solving problems, working closely with people, and using insights to improve systems and processes.

Your Day-to-Day

• Serve as a primary point of contact for sales agents experiencing call intake issues, software errors, or other technology-related challenges.
• Troubleshoot issues affecting incoming calls, call routing, software functionality, and the tools agents use throughout the sales process.
• Gather detailed information from agents about the issues they're experiencing, including when problems occur, how frequently they happen, and which systems are affected.
• Identify trends and recurring patterns across agent-reported issues to determine potential root causes and prevent future disruptions.
• Investigate and reproduce reported issues to help pinpoint the source of technical problems and validate potential solutions.
• Collaborate with internal teams and external technology vendors to resolve complex issues and communicate findings.
• Track support requests, document troubleshooting steps, and maintain a record of recurring issues and their resolutions.
• Monitor ongoing issues to determine whether solutions are effective and whether additional action is needed.
• Look for opportunities to improve system reliability, minimize disruptions, and help sales agents spend more time serving customers.

About You

• At least 2 years of experience in technical support, software support, operations support, help desk, or a related field.
• Experience troubleshooting software applications and investigating technical issues.
• Experience working with VoIP, CRM platforms, call management software, ticketing systems, or other business applications is a plus.

Why You Should Join Us

• Results: Guardian Service is scaling rapidly, doubling booked premium month-over-month.
• Opportunity: Personal lines insurance is a massive market ripe for transformation, and we’re investing $100M+ over the next three years to build Guardian Service into a leader.
• Ownership & Impact: You’ll own initiatives that directly affect company performance, with leadership fully aligned around growth.
• Exposure & Learning: Work alongside leaders who have built and scaled businesses, led large teams, and driven results at Fortune 500 companies.
• Career Growth: No cap on advancement or the ability to own high-impact projects.
• Stability: Privately owned, debt-free, and financially strong.
• Culture: High standards, but also a team that values fun and camaraderie.

The Package

We offer a competitive base salary based on experience. As a full-time team member at Guardian Service, you'll also enjoy a comprehensive benefits package, including health, medical, and vision insurance, a 401(k) match, flexible PTO, and a cell phone reimbursement. Additionally, we support your well-being and growth with flexible time off, a bi-annual $500 Relax & Recharge bonus, a learning and development stipend, and a Charity Match program to give back to causes you care about.

EEOC Statement

All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or any other discriminatory factors. Please note that we do not provide immigration sponsorship for this role. All offers are subject to a background check.

We’re redefining the insurance experience by combining personalized service with innovative technology to help homeowners protect what matters most. As an independent insurance agency, we compare 50+ top-rated carriers to find the right coverage at the best price, while proactively reshopping policies over time so our members never overpay. Rooted in service and driven by simplicity, we’re committed to making insurance more transparent, convenient, and tailored to each customer’s unique needs.