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Customer Service
Senior Technical Support Specialist
@Hawkes Learning
[Hiring] Senior Technical Support Specialist @Hawkes Learning
Mar 25, 2025 - Hawkes Learning is hiring a remote Senior Technical Support Specialist. 💸 Salary: competitive pay and benefits. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Hawkes Learning is seeking a Senior Technical Support Specialist with leadership experience and a strong understanding of technical management. This role focuses on assisting evening callers, mentoring evening staff, and collaborating with the development team to address priority issues.
- 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.
Qualifications
- 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
Requirements
- Ability to work between 12-9 pm EST on a regular basis
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!
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
competitive pay and benefits
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 25, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
