Are you ready to join a startup
that’s transforming the education landscape? At edX, we provide
world-class education to everyone, everywhere. EdX offers highly driven
intellectually ambitious individuals an opportunity to work in a dynamic
mission-driven organization. EdX is seeking a Customer Support
Associate to join our growing Support Team. Customer Support Associates
help learners resolve questions across a variety of course experiences.
Students love edX courses, so they’re not shy about asking for help, and
we pride ourselves in helping them make the most of their experience
while providing World Class support. You’ll also work cross-functionally
with our product teams regarding bugs, features, and ticket trends.
The Customer Support Associate will
be part of a small co-located team based in Barcelona, and will be asked
to collaborate remotely with teams that are based at our Cambridge, MA
USA headquarters. Some travel may be required.
Responsibilities:
- Manage
high ticket volume within our ticketing system and provide timely,
personal, & high-quality responses through resolution with an
emphasis on empathy
- Develop frequently asked questions and knowledge base articles that address common student inquiries.
- Collaborate
across the edX community to improve the student experience by providing
feedback and recommendations to address common issues, through improved
product design, operation, policy, or process.
- Partner
with various business units cross-functionally, representing the Support
organization and developing subject matter and product expertise.
- Communicate and stay up to date regarding ticket trends and features, bug progression, and product updates.
Qualifications:
- 3+ years of experience in a customer-focused position
- Experience working within a ticketing or case management system (eg. Zendesk, Salesforce, Freshdesk)
- Fluent in English and Spanish, fluency in French or Portuguese a plus
- Excellent communication skills with strong customer focus
- Ability to work individually/autonomously and within a team environment to quickly and calmly resolve issues
- Problem solver – a knack for tackling problems, solving puzzles, and identifying, analyzing, and resolving them effectively
- Driven – by team and individual goals, whether daily targets, or longer-term aspirations.
- Team
Player – shared commitment towards the Team’s goals and performance,
remains open to others' ideas, effectively helps and supports
colleagues.
- Business
writer - corresponds clearly and concisely, edits work for spelling and
grammar, communicates technical information effectively
- Adaptable -
manages competing demands and is able to flex with frequent change,
delays or unexpected events. Is willing to try new things, and new ways
of working.
- Dependable - is trustworthy, follows through, follows instructions/ direction, and solicits feedback to improve performance.
- Technical
acumen: Solid computer skills, and curiosity for learning new systems,
software, and tools, and quick to adopt. Proficient with Google and/or
Microsoft environments.
- Ability to work with diverse populations and adapt communication style accordingly; our learner community is global!
About edX:
EdX is an MIT & Harvard funded
start-up company that offers a highly competitive benefits plan, a
pension program, free lunches every day as well as a plethora of other
fun perks and meaningful work! Are you ready to be a part of
re-inventing education?
The Customer Support Associate
(EU) will be an employee with an Employer of Record. Please apply with
an English language resume.