Customer Support Associate

Cambridge, Massachusetts
03 Jun 2019
End of advertisement period
01 Aug 2019
Contract Type

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 experiencewhile 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-qualityresponses 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 toaddress 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 communicatingand stay up-to-date regarding ticket trends and features, bug progression, and product updates.

Job Requirements
REQUIRED: three years’ experience in a customer-focused position, preferably supporting online higher education degree/certificate programs; experience working with a ticketing/case management system (e.g., Zendesk, Salesforce, Freshdesk); excellent communication, problem solving, and analytical skills; strong customer focus; ability to work individuallyand collaboratively within a team-oriented environment; goal-driven; ability to edit work for spelling and grammar and communicate technical information effectively; ability to manage competing demands and follow through on tasks; flexibility; 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