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Technical Support
Job Summary
The role of a Technical Support Representative Tier 1 is to help Hatch customers via phone troubleshoot and resolve problems by efficiently identifying technical issues and presenting appropriate resources and solutions. Technical Support Representatives create and maintain positive customer relationships through friendly, professional, quality support. Technical Support Representatives are expected to accurately and efficiently gather information and document all interactions appropriately within our ticketing system. A Technical Support Representative is ultimately responsible for utilizing effective troubleshooting to diagnose issues and identifying appropriate solutions to ensure the most efficient and optimal customer experience.
A Technical Support Representative Tier 1 works with customers to provide the technical support needed for successful use of all Hatch products and platforms. A Technical Support Representative must be able to effectively balance technical and customer service abilities to deliver consistent customer care. A Tier 1 team member must have highly developed critical thinking skills and must be able to maintain positive and friendly customer interactions, even under pressure. The primary job function for this position is to deliver a consistently exceptional customer experience via phone, chat and/or email interactions with customers.
This is a remote, non-exempt opportunity. The ability to speak Spanish is preferred but not required.
Please send resumes to Kara Hetzel at khetzel@hatchearlylearning.com
Essential Functions:
- Process email, chat and phone requests in a high-volume environment.
- Thoroughly and accurately document interactions into a support ticketing system (Zendesk).
- Manage open case lists and prioritize follow-up work.
- Ability to provide a superior customer experience by always communicating in a positive, friendly, empathetic, polite manner.
- Ticket management – ensuring all customers receive communication and follow up in a timely manner.
- Ability to research issues to assist in delivering appropriate answers to the user in a timely manner.
- Communicate at a high level of proficiency to all levels of end users and internal Hatch staff in a professional manner, translating technical terminology in an easily understandable manner.
- Remain even-tempered and diffuse difficult situations with upset customers.
- Multitask and juggle competing priorities, receiving work from different channels throughout the day.
- Ability to sit or stand at a personal computer for up to 8 hours a day, typing and reading.
- Handle a high volume of work in a short period of time and operate in a demanding work environment.
- Other duties and projects as assigned.
Minimum Qualifications:
- High school diploma or GED.
- 2+ years call center technical support experience
- 3+ years of computer troubleshooting experience
- Experience with Windows, ChromeOS, iOS, Android and MAC operating systems.
- Proven customer service skills with technical issues, including effectively handling challenging customers and sensitive information.
- Experienced with documenting customer issues in a support system such as Zendesk or Hubspot.
- Ability to perform essential duties of this position with or without accommodation
- Authorized to work in the United States without sponsorship
Preferred Qualifications:
- College degree in IT or related field
- Spanish speaker
- Positive and friendly attitude
- Demonstrated ability to acquire new skills quickly
- Strong written and verbal communication skills
- Critical thinking skills
- Technical troubleshooting ability
- Strong team player
- Attention to detail and accuracy
Physical Requirements:
- Ability to use a computer, phone, general office equipment up to 8 hours per day
- Ability to lift 10 pounds
Hatch Early Learning is an Equal Opportunity Employer and does not discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.
Account Executive – Western US
Job Summary:
The Account Executive at Hatch Early Learning is responsible for driving sales and revenue growth by acquiring new business within the target market as well as providing best in class customer service to existing customers. The Account Executive must have in-depth knowledge of their territory and the education market. The incumbent works closely with potential clients, understanding their needs, and proposing solutions that align with our educational tool offerings. This role will involve building strong relationships, conducting demos, and managing the sales cycle from lead generation to close.
This opportunity is located remotely with a sales territory in the Western US with up to 60% travel.
Please submit your resume to Kara Hetzel at khetzel@hatchearlylearning.com
Responsibilities:
- Acquire customers and prospects into Hatch’s Partnership Model
- Achieve company quotas/targets
- Work closely with Account Manager, Customer Success and other Support Staff to ensure successful customer hand-offs
- Utilize support team in an appropriate way to further the sales cycle and support the customer
- Maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
- Establish a trusted advisor relationship across assigned accounts to educate customers about our solutions
- Keep abreast of market and assigned territory through extra-curricular research, reading, and discussion
- Develop a strong working knowledge of the core products and services
- Discover marketing opportunities within assigned territory and bring to the attention of leadership
- Maintain an accurate and viable opportunity pipeline in CRM
- Maintain accurate customer data, updating and mining CRM regularly
- Help build team strength thru regular knowledge share and “voice of customer” feedback
- Perform highly engaging, professional sales presentations via on-line tools and in-person
Minimum Requirements:
- Bachelor’s degree, education focus preferred
- 7+ years experience working in the pre-K – early learning environment
- 3+ years B2B selling experience, SAAS or Medical Sales
- Prior experience working with TEA Regional coops and ESC’s
- Demonstrated skills of excellent communication and presentation skills
- Proficient in MS Office
- Ability to perform essential duties of this position with or without accommodation
- Authorized to work in the United States without sponsorship
Preferred Qualifications:
- Experience with Hubspot
- Possess strong analytical skills
- Ability to work within a Team
- Self-driven with a strong desire to succeed
- Enthusiasm and passion for the industry and products
Travel Requirements:
- Travel required up to 60 % within territory
Physical Requirements:
- Ability to lift 50 pounds
- Ability to operate a vehicle
- Ability to use standard office equipment to include computer and phone
Hatch Early Learning is an Equal Opportunity Employer and does not discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.
Account Executive – Carolinas/Southeast
We are looking for an Account Executive – Carolinas/Southeast territory to join our team!
The Account Executive is responsible for driving sales and revenue growth by acquiring new business within the target market as well as providing best in class customer service to existing customers. The incumbent will work closely with potential clients, understanding their needs, and proposing solutions that align with our educational tool offerings. This role will involve building strong relationships, conducting demos, and managing the sales cycle from lead generation to close. The Account Executive reports directly to Hatch’s Vice President of Sales.
Qualified candidates will have the following qualifications:
• Bachelor’s degree, education focus preferred
• 5+ years experience working in the pre-K – early learning environment
• 3+ years B2B selling experience in a SaaS environment
• Demonstrated skills of excellent communication and presentation skills
• Proficient in MS Office
• Ability to travel up to 60% within territory – prefer to have candidate live within territory
We offer a competitive benefits package to include health, dental, and life insurance; paid time off; 10 paid holidays; and a 401k match.
If interested in this opportunity, please email Leah Wood, WFE Vice President, HR at lelsen@wallfamilyenterprise.com.
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One Team and One Goal
Our success is dependent on each employee at Hatch living the mission. Our team brings pride and passion to the job each and every day because we know providing our customers with an exceptional experience ensures we are making a positive difference in the lives of children.
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Diversity, Equity, & Inclusion
Our vision is to create a culture of equity and inclusion that appreciates, honors, and leverages diverse backgrounds and perspectives.
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Hatch Early Learning is proud to foster each coworker’s well-being by offering a competitive and diverse benefit package.