Working at MIT offers opportunities, an environment, a culture – and benefits – that just aren't found together anywhere else. If you're curious, motivated, want to be part of a unique community, and help shape the future – then take a look at this opportunity.
CUSTOMER SUPPORT ASSOCIATE , edX , to help learners resolve questions across a variety of course experiences as part of edX's growing Support Team. Students love edX courses and are not shy about asking for help. Ed X prides itself on helping them make the most of their experience while providing world class support. Will work cross-functionally with the product teams regarding bugs, features, and ticket trends. Responsibilities include managing high ticket volume within a ticketing system and providing timely, personal, and high-quality responses through to resolution; developing frequently asked questions and knowledge base articles that address common student inquiries; collaborating 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; partnering with various business units cross-functionally, representing the support organization, and developing subject matter and product expertise; and communicating and stay up-to-date regarding ticket trends and features, bug progression, and product updates.
REQUIRED : three years' experience in a customer-focused position; excellent communication, problem solving, and analytical skills; strong customer focus; ability to work individually and collaboratively within a team environment; goal-driven; ability to edit work for spelling and grammar and communicate technical information effectively one on one and in group settings; ability to manage competing demands and follow through on tasks; flexibility in the face of frequent changes and unexpected events; solid computer skills, and willingness to learn new systems/software tools, and proficiency with Google and/or Microsoft environments; and ability to work with diverse populations and adapt communication style accordingly. Proficiency in a foreign language(s) a plus. Job #17189-5
Must be available to work a Sunday through Thursday schedule.
Internal Number: 17189
About Massachusetts Institute of Technology (MIT)
The mission of MIT is to advance knowledge and educate students in science, technology and other areas of scholarship that will best serve the nation and the world in the 21st century whether the focus is cancer, energy, economics or literature