Global Support Center Specialist
About The Position
The Global Support Center Specialist serves as a key member of Hogan's Customer Service organization, providing operational, technical, and client support for Hogan assessment products and platforms. This position provides global customer support coverage during evening U.S. business hours, helping ensure continuous service across multiple time zones. Key responsibilities include assisting clients, partners, and internal stakeholders with assessment administration, platform support, troubleshooting, account maintenance, and service requests while delivering an exceptional customer experience. The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced environment where accuracy, communication, and problem-solving are critical.
Requirements
- 2+ years of customer support, client services, operations, or related experience.
- Strong written and verbal communication skills.
- Excellent problem-solving and analytical abilities.
- Strong attention to detail and organizational skills.
- Ability to manage multiple priorities in a deadline-driven environment.
- Ability to work independently in a remote environment while effectively collaborating with cross-functional and geographically dispersed teams.
- Proficiency with Microsoft Office applications and business systems.
Nice To Haves
- Experience with ticket management systems (Halo, HappyFox, Zendesk, Salesforce, or similar).
- Experience working with international clients or global teams.
- Familiarity with psychometric assessments, talent management, or HR technology solutions.
- Experience creating process documentation and knowledge base content.
- Associate degree or equivalent work experience.
Responsibilities
- Respond to client inquiries through established support channels.
- Investigate and resolve customer issues related to Hogan platforms, assessments, reports, and user accounts.
- Provide clear and professional communication to internal and external stakeholders.
- Escalate complex issues to appropriate teams when necessary.
- Process client requests for account updates, assessment administration, reporting, and platform configuration.
- Maintain data accuracy and documentation within support systems.
- Support customer onboarding and implementation activities as needed.
- Assist with quality assurance activities and process validation.
- Troubleshoot technical and operational issues using established procedures.
- Partner with Product, Technology, Sales, and Operations teams to resolve customer concerns.
- Document findings, resolutions, and recurring issues.
- Contribute to continuous improvement initiatives that enhance support efficiency and customer experience.
- Maintain accurate documentation of procedures and best practices.
- Identify opportunities to streamline workflows and improve service delivery.
- Participate in cross-functional projects and support organizational initiatives.
- Share knowledge and assist with training of team members when appropriate.
Benefits
- Medical, dental, and vision insurance
- Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and employer-paid life insurance
- 401(k) savings plan with employer contributions
- Competitive pay
- Education assistance to support your growth
- Wellness and mental health programs
- Flexible paid time off
- 9 company holidays + 1 floating holiday
- 320 hours of Parental Leave
- Office closure between Christmas and New Year’s
- Pet insurance
- Employee discount program
- Opportunities to give back through volunteer and social impact initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
