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. 

Candidates for this role are ideally located in the central, mountain, or pacific time zones and will be expected to work the evening shift (12-9 pm EST) on a regular basis. 

Responsibilities 

• 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. 

•  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 

The salary range for this role is competitive and considers a variety of factors, including skill sets, experience, training, certifications, and other business and organizational needs. Our comprehensive benefits package includes 30+ days of paid time off to start with additional time each year of employment, an employer 401(k) match of up to 3.5%, and a significant employer contribution to healthcare benefits. We value talent from all locations, so please apply and let us know where you're located in the screener questions. Hawkes Learning is proud to be an equal opportunity employer, committed to fostering a diverse and inclusive workplace. 

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! 

If you're passionate about customer support and ready to lead by example during evening hours, we encourage you to apply.