Senior Tech Support Specialist

New

Skills

Software Development

Job Overview

Hawkes Learning is seeking a Senior Technical Support Specialist to provide leadership and technical management in assisting evening callers, mentoring staff, and collaborating with the development team.

Responsibilities
  • Assist evening callers and mentor evening staff
  • Collaborate with the development team to address priority issues
  • Maintain a chat satisfaction rating of 97% or higher
  • Ensure a call response rate of less than 4 rings
Requirements & Qualifications
  • Bachelor's degree in business, communications, or related field
  • Minimum 3 years experience in phone-based customer service
  • Experience with coaching, mentorship, and training team members
  • Strong problem-solving and organizational skills
  • Proficiency with CRM software
  • Comfortable learning new technologies

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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