Senior Support SpecialistWe're looking for candidates who are passionate about education and want to work directly with our students. As a Senior Support Specialist, you'll often be learners' first interaction with Udacity staff. You'll become a Udacity expert to assist our students with any questions or problems they may have. From questions about which course to take to giving instructions on how to earn a certificate, you'll be playing a huge role in shaping the student experience. If you love working with people, have a positive attitude, and like solving problems, we're looking for you!About the Support Team:The Support Team is comprised of Support Specialists around the world, and we act as liaisons between our learners and Udacity. At Udacity, we are a team of experienced professionals and lifelong learners supporting learners as they build skills that will serve them for the rest of their lives. We ensure that Udacity learners receive fast, concrete & delightful resolutions across multiple touch points. The Udacity Support Team has been awarded by the Business Intelligence Group for Organization of the Year for Excellence in Customer Service, and the Bronze Stevie Award for Customer Service by the American Business Awards.Responsibilities:Respond to student inquiries in a timely and efficient manner, in accordance with ourSLAsResolve student concerns by determining the cause of the problem and working with others to offer a solution, and making recommendations based on a students' interests and history.Collect feedback and make recommendations for improvements and changes.Work as a member of special or ongoing projects that are aligned with our strategic.GoalsBe a strong advocate for Udacity students and the company visionShould have the ability to understand and influence important operational drivers like CSAT, Average handling time etc.Qualifications:At least 2+ years of working in customer service/ experience managementMust have experience in communicating with customers on phone, email, and chatFlexibility working in global timezones UK, MENA etcExcellent communication skills, both written and verbalFlexibility in using, or learning to use, different methods for tracking and conveying information, such as Zendesk, Google docs, online chat programs, and emailEmpathetic, patient, and compassionateBenefits:Experience a rewarding work environment with Udacity's perks and benefits!At Udacity, we offer you the flexibility of working from home. We also have in-person collaboration spaces in Mountain View, Cairo, Dubai and Noida and continue to build opportunities for team members to connect in personFlexible working hoursPaid time offComprehensive medical insurance coverage for you and your dependentsEmployee wellness resources and initiatives (access to wellness platforms like Headspace, Modern Health )Quarterly wellness day offPersonalised career developmentUnlimited access to Udacity Nanodegrees
