Senior Support Specialist

Senior Support Specialist

Udacity is on a mission of forging futures in tech through talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey.

We'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!

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 touchpoints. 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 our SLAs
• Resolve student concerns by determining the cause of the problem and working with others to offer a solution, and making recommendations based on a student's 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 goals
• Be a strong advocate for Udacity students and the company vision
• Open to working night shifts or weekends
• Should 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 management
• Must have experience in communicating with customers on chat and emails
• Excellent communication skills, both written and verbal
• Flexibility in using, or learning to use, different methods for tracking and conveying information, such as Zendesk, Google docs, online chat programs, and email
• Empathetic, patient, and compassionate

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.
• Flexible working hours
• Paid time off
• Comprehensive medical insurance coverage for you and your dependents
• Employee wellness resources and initiatives (access to wellness platforms like Headspace)
• Quarterly wellness day off
• Personalized career development
• Unlimited access to Udacity Nanodegrees

Forging futures in tech is our vision. Udacity is where lifelong learners come to learn the skills they need, to land the jobs they want, and to build the lives they deserve. We believe that historically, many processes disproportionately hurt the most marginalized communities in society- including people of color, working-class backgrounds, women and LGBTQ people. Centering these communities at our core is pivotal for any successful organization and a value we uphold steadfastly. Therefore, Udacity strongly encourages applications from all communities and backgrounds. Udacity is proud to be an Equal Employment Opportunity employer. To ensure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, color, religion, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, disability, medical condition (including genetic information), age, veteran status or military status, or any other basis protected by federal, state or local laws. As part of our ongoing work to build more diverse teams at Udacity, when applying, you will be asked to complete a voluntary self-identification survey. This survey is anonymous, we are unable to connect your application with your survey responses. Please complete this voluntary survey as we utilize the data for diversity measures in terms of gender and ethnic background in both our candidates and our Udacians. We consider this data seriously and appreciate your willingness to complete this step in the process, if you choose to do so.

Udacity's Values: Obsess over Outcomes - Take the Lead - Embrace Curiosity - Celebrate the Assist