About Us
Udacity is now an Accenture company, and exciting things are happening! 🚀 We are on a mission of forging futures in tech through radical talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey.
We're looking for candidates who are passionate about education and want to work directly with our students. As a Senior Support Specialist, you'll often be learners' first interaction with Udacity staff. You'll become a Udacity expert to assist our students with any questions or problems they may have. From questions about which course to take to giving instructions on how to earn a certificate, you'll be playing a huge role in shaping the student experience. If you love working with people, have a positive attitude, and like solving problems, we're looking for you!
About the Support Team
The Support Team is comprised of Support Specialists around the world, and we act as liaisons between our learners and Udacity. At Udacity, we are a team of experienced professionals and lifelong learners supporting learners as they build skills that will serve them for the rest of their lives. We ensure that Udacity learners receive fast, concrete & delightful resolutions across multiple touchpoints. The Udacity Support Team has been awarded by the Business Intelligence Group for Organization of the Year for Excellence in Customer Service, and the Bronze Stevie Award for Customer Service by the American Business Awards.
Responsibilities:- Respond to student inquiries in a timely and efficient manner, in accordance with our SLAs
- Resolve student concerns by determining the cause of the problem and working with others to offer a solution, and making recommendations based on a student's interests and history
- Collect feedback and make recommendations for improvements and changes
- Work as a member of special or ongoing projects that are aligned with our strategic goals
- Be a strong advocate for Udacity students and the company vision
- Open to working night shifts or weekends
- Should have the ability to understand and influence important operational drivers like CSAT, Average handling time etc.
- At least 2+ years of working in customer service/ experience management
- Must have experience in communicating with customers on chat and emails
- Excellent communication skills, both written and verbal
- Flexibility in using, or learning to use, different methods for tracking and conveying information, such as Zendesk, Google docs, online chat programs, and email
- Empathetic, patient, and compassionate
Benefits:
Experience a rewarding work environment with Udacity's perks and benefits!
- At Udacity, we offer you the flexibility of working from home.
- Flexible working hours
- Paid time off
- Comprehensive medical insurance coverage for you and your dependents
- Employee wellness resources and initiatives (access to wellness platforms like Headspace)
- Personalized career development
- Unlimited access to Udacity Nanodegrees
Compensation at Udacity, an Accenture company, varies depending on a wide array of factors, which may include but are not limited to location, role, skill set, and level of experience. As required by local law, Udacity, an Accenture company, will provide a reasonable range of compensation.
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
 Accenture Equal Opportunity Statement
Udacity, an Accenture company, is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities, and is committed to providing veteran employment opportunities to our service men and women.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
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