[Hiring] Support Specialist II at Honorlock

Description

Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!

We’re Honorlock, the leading online proctoring solution supporting over 350+  institutions worldwide. With a growing team, cutting-edge technology, and strong funding, we’re transforming the education space by enabling secure and accessible testing experiences for millions.

Who We Are

At Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes.

We are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.

As a Support Specialist II, you will be the first point of contact for Administrators and Exam Takers, delivering technical support and guidance via phone, chat, and email. This role requires technical acumen, empathy, and strong communication skills to resolve issues efficiently and drive a superior customer experience.

Please note: The required work schedule for this position is 4, 11-hour shifts from 8:00 PM – 7:00 AM EST. General availability is a plus given our 24/7/365 work environment.

Key Responsibilities

Customer Engagement & Support

• Deliver world-class customer support through phone, chat, and email to resolve technical and procedural inquiries.
• Be a trusted advisor to Key Administrators and Institutional Admins, helping educate them on the Honorlock platform, features, and best practices to ensure a seamless proctoring experience.

Technical Troubleshooting & Resolution

•  Diagnose and resolve issues related to software, browsers, and operating systems (Windows, macOS, ChromeOS).
•  Perform triage and escalate complex issues, working in partnership with specialized support and engineering teams.
•  Participate in product testing to improve platform functionality and customer experience.
•  Assist with training AI models to drive efficiencies within support and proctoring.

Performance & Service Delivery

• Consistently meet or exceed targets for:
• Customer Satisfaction (CSAT): Deliver a high-quality experience reflected in positive customer ratings.
• Packageivity: Achieve daily, monthly, and quarterly volume expectations while maintaining high quality.
• Service Levels: Respond within defined SLA timelines and contribute to team-wide performance goals.
• Quality Assurance: Maintain accurate case documentation and utilize internal tools to track and resolve issues.

Team Collaboration & Development

• Develop knowledge base updates and process improvements.
• Participate in QA peer reviews, team meetings, and feedback sessions.
• Subject Matter Expert on product changes, support tools, and procedural updates.

Required Skills & Qualifications

•  3-5 years of customer support experience
•  Knowledgeable of AI systems and tools leveraged to enhance the support organization
•  Experience in live chat, phone, email support, and multitasking across multiple engagements
•  Familiarity with remote troubleshooting, Chrome browser extensions, and system diagnostics
•  Ability to work independently in a remote setting with a secure internet connection

Additional  Qualifications

•  Experience providing support in a SaaS or technical environment

Why Join Honorlock?

At Honorlock, you will play a pivotal role in shaping the future of online education while growing your career. Our innovative platform, collaborative team culture and dedication to excellence create an environment where your ideas and leadership will have a lasting impact. Join us and help improve educational opportunities for millions worldwide!

•  Unlimited PTO
•  Remote-first company
•  Choice of company-issued laptop
•  Healthcare benefits
• Company matched 401k

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.