Job
Description
You will be joining Udacity, a company dedicated to transforming talent in digital technologies and empowering individuals through online learning. As a Tech Lead in the Global Support team, you will play a crucial role in ensuring seamless support experiences for students worldwide by utilizing technology, data, and process improvements. The Support Team at Udacity acts as a bridge between learners and the organization, providing fast, concrete, and delightful resolutions across various touchpoints. Awarded for excellence in customer service, the team comprises Support Specialists who are committed to supporting learners in their skill-building journey. Your responsibilities will include updating and maintaining CRM configurations, managing the Help Center and Knowledge Base, optimizing AI chatbot functions, interacting with vendors for tool enhancements, creating data reports and dashboards for performance visibility, contributing to technical ticket resolution, analyzing data trends for process improvements, and suggesting AI-oriented solutions for operational efficiency. To excel in this role, you should have at least 2 years of experience in technical support or a similar role, customer service experience, knowledge of Zendesk CS software or equivalent, understanding of AI fundamentals, and excellent written and verbal communication skills. Additional certification in training is a plus. Empathy, patience, and the ability to prioritize tasks effectively are essential qualities for this position. At Udacity, you will enjoy benefits such as flexible working hours, work-from-home options, paid time off, comprehensive medical insurance, employee wellness resources, career development opportunities, and unlimited access to Udacity Nanodegrees. Join us in our mission of forging futures in tech, where your contribution to the team and dedication to supporting students will be valued and recognized. Apply now if you believe you have the skills and passion to make a difference, even if you don't meet every single qualification mentioned in the job description. Udacity encourages applications from all communities and backgrounds, striving to create a diverse and inclusive workplace. If you are ready to embrace our values of obsessing over outcomes, taking the lead, embracing curiosity, and celebrating the assist, we welcome your application to join our team at Udacity.,
