Operations and Support Specialist Coursera
THIS JOB HAS EXPIRED Our Operations & Support Team enables us to operate effectively at this scale, providing our students, instructors, and administrators with a smooth platform experience and outstanding support while also ensuring that our support processes and infrastructure provide the foundation to maintain these operations as our user community and course offerings continue to grow.
As an Operations and Support Specialist, you will help to keep our courses running smoothly by providing day-to-day support for students and instructors all around the world. Our team values providing users with unexpectedly delightful service. This role is much more than traditional ?tech support? - you?ll be interfacing with world-class faculty and administrators across our partner schools (as well as with a diverse community of motivated, inspiring student users) and helping to develop training, documentation, and platform interfaces for support.
In order to maintain the Coursera platform, you?ll work side-by-side with our top-notch engineers. You?ll constantly be on the lookout for unexpected problems, and you will play a key role in designing, testing, and refining mechanisms for user support. While a specific technical background is not required, successful candidates will have a history of success in projects that involve a technical component, and will demonstrate an active interest in how web platforms operate. To succeed in this role, you?ll need to be a naturally curious problem solver, and you?ll need to be capable of communicating in both technical and nontechnical terms.
You will be a part of a smart, diverse team of individuals who are committed to expanding access to education worldwide. If you are hardworking and love working with people, and if you are ready to dive into the heart of the online education revolution, then we'd love to talk with you.
As an Operations and Support Specialist, you will:
Quickly diagnose student and instructor support issues and provide timely responses to a range of support cases, including questions, bug reports, and insightful suggestions.
Manage problem reports to meet service agreements by escalating and coordinating communications with engineering, instructors and students.
Build sustainable, innovative support systems that leverage peer interactions in Coursera?s unique community.
Write technical documentation and design instructional programs to bring new professors and schools on board as effectively as possible.
Distill, analyze, and share feedback with the engineering, design, and course operations teams, and collaborate with them to make the student and instructor experience even better.
Assist with overseeing remote support teams (answering questions, providing feedback and training guidelines).
Interact through various channels (including email and our public forums) with a rapidly growing community of students and instructors from all around the world. Talk to them, laugh with them, empathize with them, learn from them, and most importantly, help them teach and learn!
An ideal candidate will:
Be superbly organized and able to efficiently execute high-volume tasks
Possess excellent written and verbal communication skills
Have a strong desire to help people and to improve the student and instructor experience
Be technically proficient and able to quickly learn functionality of new software
Approach new problems with energy, creativity, and resourcefulness
Be passionate about learning, online education, and Coursera?s mission and values.
||Mountain View, CA |
THIS JOB HAS EXPIRED