Senior Technical Support Specialist - Remote

Overview

As an educational technology company, Hawkes Learning is passionate about helping college students succeed through the use of our innovative technology. By partnering directly with college professors and recommending personalized learning solutions for their classrooms, we are rapidly expanding the implementation of Hawkes products into institutions nationwide.

In Short

• Provide technical support and training to students, instructors, and administrators during evening hours.
• Mentor evening support staff, fostering professional development and ensuring high-quality customer interactions.
• Monitor phone ring groups to optimize resource allocation and address missed calls promptly.
• Report critical bugs, coordinate with the development team for hotfixes, and keep the customer support team informed.
• Assist instructors with course-related inquiries, especially when their designated customer success support is unavailable.
• Log all interactions in CRM systems, escalating issues as necessary to ensure timely resolutions.
• Coordinate with the Hawkes Support team in India to manage evening projects and chat support effectively.
• Maintain the support inbox and participate actively in team communication channels to promote collaboration.

Requirements

• Ability to work between 12-9 pm EST on a regular basis.
• Bachelor's degree in business, communications, or a related field (required).
• Minimum of 3 years of experience in phone-based customer service.
• Experience with coaching, mentorship, training and performance development of team members.
• Proven experience resolving complex customer issues with professionalism.
• Excellent verbal and written communication skills with high attention to detail.
• Strong problem-solving and organizational skills.
• Proficiency with CRM software (Sugar or other).
• Comfortable learning new technologies.
• Ability to work independently and collaboratively while being adaptable to a changing workplace.
• High level of empathy and customer-centric attitude.

Benefits

• Competitive pay and bonus plan.
• Generous Health Benefits (Medical insurance (BCBS), Vision insurance (EyeMed), Dental insurance (Mutual of Omaha)).
• Employer Match to 401k retirement plan.
• Generous vacation time, sick time, discretionary days, and paid holidays.
• 100% employer-paid dental, EAP, life, AD&D, and LTD insurance.
• And much more!