Senior Technical Support Specialist

6 days ago

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Hawkes Learning

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Hawkes Learning is an innovative educational courseware platform that provides instructional content and mastery-based learning to enhance student success in college courses. The platform focuses on a mastery-based approach that offers in-depth and meaningful feedback, fostering a profound understanding of the curriculum and building student confidence. Designed with student-centered innovation, it offers a user-friendly experience that engages students with content presentation and assessment. For instructors, the platform allows easy customization of course materials by editing lessons, building tests, and analyzing detailed student reports. Based in Mt. Pleasant, SC, Hawkes Learning is dedicated to improving educational outcomes through its advanced educational tools.

e-learning • mastery-based software • Ed Tech • Educational Technology • Software Development

51 - 200 employees

Founded 1978

📚 Education

☁️ SaaS

📋 Description

• 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. • 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. • Our customer support team plays a pivotal role in ensuring students, instructors, and higher education administrators receive consistent, timely, and friendly service. • The team's primary goals include maintaining a chat satisfaction rating of 97% or higher and call response rate of less than 4 rings.

🎯 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!