Senior Support Specialist at Udacity

India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, TechnologyIndustries

Requirements

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
Passionate about education
Positive attitude and enjoys solving problems
Open to working night shifts or weekends
Ability to understand and influence important operational drivers like CSAT, Average handling time etc

Responsibilities

Respond to student inquiries in a timely and efficient manner, in accordance with 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 strategic goals
Be a strong advocate for Udacity students and the company vision

Skills

Key technologies and capabilities for this role

Customer ServiceStudent SupportProblem SolvingUdacity PlatformSLA Management

Questions & Answers

Common questions about this position

What experience is required for the Senior Support Specialist role?

Candidates need at least 2+ years of working in customer service or experience management, along with experience communicating with customers via chat and emails.

What are the key skills needed for this position?

Excellent communication skills (written and verbal), flexibility in using tools like Zendesk and email, and being empathetic, patient, and compassionate are essential.

Is this role remote or does it require office work?

This information is not specified in the job description.

What is the compensation or salary for this position?

This information is not specified in the job description.

What are the benefits offered?

The role offers a rewarding work environment with Udacity's perks and benefits.

Udacity

Online platform for tech skills education

About Udacity

Udacity is an online education platform that teaches tech skills such as programming, data science, and artificial intelligence through courses developed with industry leaders. The platform emphasizes hands-on learning with real-world projects and offers 24/7 mentor support to assist students. Unlike many competitors, Udacity operates on a subscription model and provides comprehensive "Nanodegree" programs, as well as corporate training solutions. The goal is to deliver practical education that helps individuals advance their careers and enables companies to upskill their employees.

Mountain View, CaliforniaHeadquarters

2011Year Founded

$155.6MTotal Funding

DEBTCompany Stage

EducationIndustries

1,001-5,000Employees

Benefits

Health Care - No-premium health, dental, and vision benefits, 401K, FSA

Lifestyle - Monthly wellness stipend (gym memberships, work-out gear, etc.)

Learning - Reimbursements for conferences, classes, and seminars

Flexibility - Flexible work hours, unlimited vacation, and paid parental leave

Meals - Healthy catered lunches, dinners, snacks, and drinks on site

Fun - Board games, team outings, company parties, and more

Risks

Increased competition from free resources like Coursera could impact Udacity's market share.

Rapid tech changes may render Udacity's course content outdated quickly.

Accenture's acquisition may lead to strategic shifts alienating existing customers.

Differentiation

Udacity offers hands-on learning with real-world projects and datasets.

The platform provides 24/7 mentor support for coding questions.

Udacity's courses are designed in collaboration with industry leaders.

Upsides

Accenture's acquisition enhances Udacity's reach and resources for tech training.

Udacity's partnerships offer scholarships, expanding access to underserved students.

The rise of micro-credentials boosts Udacity's market relevance and appeal.

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