Support Specialist Apply COURSE OPERATIONS Coursera
THIS JOB HAS EXPIRED We are looking for enthusiastic and organized Support Specialists to join Coursera?s Course Operations team.
As a Support Specialist, you will help us handle day-to-day support for our students and instructors all around the world. This is much more than a traditional ?tech support? role - you?ll be interfacing with world-class faculty and administrators across our partner schools, helping to develop internal support tools, processes, and documentation, and contributing your insights and ideas to a rapidly growing team in a rapidly developing industry. Most of all, you?ll be working closely with our students from across the globe, helping them to get access to education that matters.
On a day-to-day basis, you will be responsible for prioritizing and responding to incoming questions, suggestions, and feature requests from our students and university partners. You?ll assist students and instructors when they encounter technical issues with our platform - and you?ll also work continuously with our designers, product engineers, and quality assurance teams in both Course Operations and Engineering to improve our courses and platform based on user feedback. Additionally, you will provide regular guidance and feedback to our remote support team, ensuring that their work meets our standards of quality. As our existing community of nearly 4 million students and thousands of instructors continues to grow, you will play a key role in developing our product.
Your feedback and ideas will also help us develop and improve our support processes and tools. We will be relying on you to think creatively about the most efficient and effective mechanisms for user support, and you will play a key role in designing, testing, and refining these mechanisms.
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.
Quickly diagnose student and instructor support issues and provide timely responses to a range of support cases, including questions, bug reports, and insightful suggestions. You will also learn and use bug-tracking software (such as JIRA).
Prioritize inbound support issues and escalate issues as appropriate to the relevant teams.
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 updates to internal and externally facing support documentation, and with planning long-term strategy for student and instructor support.
Assist with overseeing remote support teams (answering questions, providing feedback and training guidelines).
Interact through various channels (including email and our public forums) with an explosively 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, and 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.
Prior experience in support is a plus. Technical proficiency is also important, as you will have to understand the ins and outs of our software platform and be able to help students troubleshoot simple issues (and interact with our engineering and QA team when the issues aren't so simple).
Successful applicants will be working with us in our Mountain View, CA offices. Telecommuting is not currently an option; hours are flexible, however.
A cover letter, detailing why you would like to join us and why you think you are a good fit.
Your resume and portfolio. We are very interested in links to previous projects that you?ve played a significant part in (please include a description of your role in those projects). Where appropriate, feel free to give us links to code snippets, design sketches, etc. relevant to these projects as well.
If you are a student or if you have graduated within the last 3 years, please include a copy of your unofficial transcript in the cover letter.
Information about your work authorization status in the United States.
||Mountain View, CA |
THIS JOB HAS EXPIRED