Senior Support Specialist

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Udacity is on a mission to change lives, businesses and nations through radical 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. Udacity is proud to be backed by respected investors like Andreessen Horowitz, Charles River Ventures, Bertelsmann and Drive Capital, among other leading VC firms, and provides a powerful and differentiated solution inside of a $32b total addressable market opportunity. Udacity has more than 100 enterprise customers including Airbus, Bertelsmann, BNP Paribas, Leidos, Mazda, and the United States Air Force.

 

We're looking for candidates who are passionate about education and want to work directly with our students. As a 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 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 important to area/process improvement
  • Be a strong advocate for Udacity students and the company vision
  • Open to working night shifts or weekends

Qualifications:

  • SPANISH - bilingual 
  • At least 1-3 years of working in customer service
  • Must have experience in communicating with customers on phone, email, and chat. (Experience with providing service via SMS is a plus)
  • 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

US ONLY: Applicants must be currently authorized to work in the United States on a full-time basis.



Learn more about Udacity's Values

 

Students First - Better Together - Entrepreneurial - Data Driven - Candid and Direct - Talent Obsessed

Udacity is committed to creating economic empowerment and a more diverse and equitable world. 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, denial of pregnancy disability leave or reasonable accommodation.

 

Udacity's Terms of Use and Privacy Policy

More Information on Udacity
Udacity operates in the Edtech industry. The company is located in Mountain View, CA. Udacity was founded in 2011. It has 430 total employees. It offers perks and benefits such as Friends outside of work, Open door policy, OKR operational model, Team based strategic planning, Group brainstorming sessions and Diversity employee resource groups. To see all 13 open jobs at Udacity, click here.
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