Global Support Center Specialist

Description

Work Schedule

This position provides support during 5:00 p.m. – 1:00 a.m. U.S. Central Time (CT). Candidates must be able to consistently work these hours regardless of their location. Applicants residing in time zones where these hours align well with standard business hours, including Australia and other compatible regions, are encouraged to apply.

Location

U.S.-based candidates must reside in one of the following states: Alabama, Arkansas, Colorado, Florida, Georgia, Illinois, Indiana, Minnesota, Missouri, New Jersey, North Carolina, Oklahoma, South Carolina, Texas, or Wisconsin.

Hiring will be done through an in-country employer of record for candidates residing outside the United States.

Relocation assistance is not available.

At Hogan, we’re on a mission to help people and organizations around the world succeed using data-driven talent insights. If that kind of work interests you and this role feels like a fit, we’d love to hear from you.

Hogan Overview

Hogan Assessment Systems, an international authority in personality assessment, helps businesses reduce turnover and increase productivity by hiring the right people, developing key talent, and evaluating leadership potential. Available in 50 languages across 180 countries, our portfolio of employee selection, development, and leadership products allow companies to better manage their human resource capital and retain top talent. 

Our Values

How we show up matters as much as what we do. These values shape how we work together and show up for our clients every day. 

• Quality — We are committed to quality and continuous improvement.
• Customer First — Our success depends on our customer relationships.
• One Hogan — We work hard, have fun, and value our colleagues.
• Innovation — We will continue to be the leader in the assessment industry.

Summary/Objective

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.

Essential Functions

Customer Support

• 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.

Operational Support

• 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.

Issue Resolution & Collaboration

• 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.

Process & Knowledge Management

• 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.

Please note this description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

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.

Preferred Qualifications

• 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. 

Competencies

• Customer Focus
• Accountability
• Communication
• Teamwork and Collaboration
• Problem Solving
• Adaptability
• Continuous Improvement
• Attention to Detail

Success Measures

• Timely resolution of customer inquiries and support tickets.
• High customer satisfaction and service quality.
• Accurate execution of operational processes.
• Effective collaboration across functional teams.
• Contribution to process improvements and team efficiency.

Benefits & Perks (U.S. Employees Only)

U.S.-based employees are eligible for the following benefits. Benefits for international employees may vary based on local requirements and Employer of Record (EOR) offerings. 

We offer a well-rounded benefits package to support your health, financial well-being, and life outside of work:

• 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

Time to recharge and take care of what matters:

• Flexible paid time off
• 9 company holidays + 1 floating holiday
• 320 hours of Parental Leave
• Office closure between Christmas and New Year’s

Extras that make a difference:

• Pet insurance
• Employee discount program
• Opportunities to give back through volunteer and social impact initiatives

Travel

•  None or up to 5%, as needed.  

Work Environment/Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully meet the essential functions of the job. While performing these duties, the employee is regularly required to talk or hear, frequently required to stand, walk, use hands or finger, handle or feel; reach with hands and arms; lift up to 20 pounds. This position routinely uses standard office equipment. 

FLSA Status (U.S. Employees Only) 

Non-exempt

Work Authorization

U.S.-based candidates, must be authorized to work in the United States at the time of hire and will be required to complete employment eligibility verification in accordance with federal law.

International candidates, must be legally authorized to work in their country of residence. Employment outside the United States  will be done through an in-country employer of record.

Hogan is an EEO/AA/M/F/Vet/Disability Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.