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Senior Support Specialist Job in India Recruiting by Udacity

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Senior Support Specialist

🔖 Full Time

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About Us

Udacity is on a mission to deliver impactful and cutting edge tech education that enables individuals and organizations to unlock their potential. 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.

Senior Support Specialist

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!

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 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 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.

Goals

Be a strong advocate for Udacity students and the company vision

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 phone, email, and chat

Flexibility working in global timezones UK, MENA etc

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

Benefits:

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 person

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, Modern Health )

Quarterly wellness day off

Personalised career development

Unlimited access to Udacity Nanodegrees

What We Do

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.

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