Are you passionate about technology and dedicated to providing exceptional customer support? Hatch Early Learning, a leader in innovative educational solutions, is seeking a motivated and skilled Technical Support Representative Tier 1 to join our growing team. This remote position offers an exciting opportunity to contribute to the success of educators and children using our cutting-edge early learning platforms. If you thrive in a fast-paced environment and are committed to delivering outstanding customer experiences, we encourage you to apply and become a part of the Hatch Early Learning family.
At Hatch Early Learning, we are committed to transforming early childhood education through research-backed, technology-rich solutions. For over 35 years, we’ve been dedicated to creating engaging and effective learning experiences for young children. Our innovative products and platforms are designed to empower educators and inspire young learners, fostering a lifelong love of learning. As a Technical Support Representative Tier 1, you will play a crucial role in ensuring our customers have a seamless and positive experience with our products, directly impacting the quality of early learning environments.
As a Technical Support Representative Tier 1 at Hatch Early Learning, you will be the first point of contact for our valued customers, providing technical assistance and resolving issues related to our products and platforms. You will utilize your problem-solving skills and technical expertise to efficiently diagnose and address customer inquiries via phone, email, and chat. Your primary goal will be to deliver consistently exceptional customer service, building positive relationships and ensuring customer satisfaction. This role requires a blend of technical proficiency and strong interpersonal skills, as you will be communicating with educators and technical staff with varying levels of expertise.
Key Responsibilities:
- Handle a high volume of support requests through email, chat, and phone channels in a timely and professional manner.
- Accurately and thoroughly document all customer interactions and troubleshooting steps within our support ticketing system (Zendesk).
- Manage and prioritize open support cases, ensuring timely follow-up and resolution for all customers.
- Provide superior customer service by communicating in a positive, friendly, empathetic, and polite manner at all times.
- Effectively research and troubleshoot technical issues to provide accurate and timely solutions to users.
- Communicate complex technical information in a clear and understandable way to end-users and internal Hatch Early Learning staff.
- Remain calm and professional when dealing with challenging situations and frustrated customers, effectively de-escalating issues.
- Multitask and manage competing priorities while working across different communication channels throughout the day.
- Maintain a comprehensive understanding of Hatch Early Learning products and platforms to provide effective support.
- Contribute to team knowledge by sharing troubleshooting tips and solutions with colleagues.
- Perform other duties and projects as assigned to support the overall success of the customer support team and Hatch Early Learning.
Qualifications:
Minimum Qualifications:
- High school diploma or GED equivalent.
- 2+ years of experience in a call center or technical support environment.
- 3+ years of experience troubleshooting computer hardware, software, and networking issues.
- Hands-on experience with various operating systems including Windows, ChromeOS, iOS, Android, and macOS.
- Proven customer service skills with a demonstrated ability to handle challenging customers and sensitive information professionally.
- Experience using support ticketing systems such as Zendesk or Hubspot to document customer interactions and track issues.
- Ability to perform the essential functions of this position with or without reasonable accommodation.
- Must be authorized to work in the United States without sponsorship.
Preferred Qualifications:
- College degree in Information Technology or a related field.
- Bilingual proficiency in Spanish is highly preferred.
- Positive, enthusiastic, and friendly attitude with a customer-centric approach.
- Demonstrated ability to quickly learn and adapt to new technologies and software.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Strong critical thinking and problem-solving skills to effectively diagnose and resolve technical issues.
- Proven ability to work effectively as part of a team and contribute to a positive team environment.
- Exceptional attention to detail and accuracy in documentation and communication.
Benefits of Joining Hatch Early Learning:
- Remote work opportunity providing flexibility and work-life balance.
- Be part of a mission-driven company focused on making a difference in early childhood education.
- Competitive compensation and benefits package.
- Opportunity for professional growth and development within a dynamic and innovative company.
- Collaborative and supportive work environment.
Hatch Early Learning is proud to be an Equal Opportunity Employer, committed to creating a diverse and inclusive workplace. We encourage all qualified applicants to apply, regardless of age, color, sex, disability, national origin, race, religion, or veteran status.
To Apply:
Please submit your resume to Kara Hetzel at [email protected]. We look forward to hearing from you!
