edX Specialist, Services

Location
Massachusetts, United States
Posted
Tuesday, 8 October 2019
End of advertisement period
Sunday, 8 December 2019
Ref
18087
Contract Type
Permanent
Hours
Full Time

Functional Area: Educational Technology

Department: edX

School Area: Office of Provost

Employment Type: Full-Time

Employment Category: Exempt

Visa Sponsorship Available: No

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.

PARTNER SUPPORT ENGINEERedX, to work on support and satisfaction of edX’s growing global Course Creator community of instructors, teaching assistants, instructional designers, media specialists, engineers, and data analysts. Will provide in-depth technical product support and guidance to course authors; serve as an expert on edX products and practices; help develop and disseminate how-to guides, technical tips, and best practices; identify, diagnose, and escalate client-facing bugs; build a credible presence in communication channels with developers and authors; inform and improve services using a data-driven approach; demonstrate product capabilities and sample solutions to drive adoption of edX course creation; implement technical solutions for course teams; identify gaps in the course production process; and create value and drive sustainability efforts by analyzing course creator needs, synthesizing information, and creating and executing innovative solutions that enhance customer relations. 

Job Requirements
REQUIRED: three years’ experience in services or a high-level technical support capacity; experience supporting higher education institutions at a university, OPM, or vendor; ability to collaborate on a small team in a high growth environment with colleagues from different backgrounds; experience taking on additional duties outside of day-to-day responsibilities; working knowledge of HTML, with general knowledge of coding and web development practices; SQL proficiency; familiarity with JavaScript and Python; comfort with analytics and reporting; proficiency with Excel and/or Google Sheets; strong technical problem-solving skills; comfort describing learning technology workflow, processes, and systems; initiative and self-motivation; ability to juggle multiple priorities while retaining a sense of urgency; desire to exceed team and individual metrics; and excellent business writing and verbal communication skills. Experience providing online degree program support a plus.

Must be able to work off-hours or weekends as needed. 

MIT is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.

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