Customer Operations Technical Specialist
Course Hero is scaling! We are looking for our next Technical Specialist to join our team. You’ll be responsible for guiding and collaborating with our team on implementation or modification of both internal and external tools. The Customer Operations Technical Specialist will provide phenomenal customer service by troubleshooting technical issues raised by our customer experience team and hand off reproduced issues to our product and engineering teams. You know how to lead and train internal and external teams while resolving sophisticated issues/bugs yourself, serving as the customers advocate for timely resolution of issues, as well as problem reproduction and escalations.
The ideal candidate has strong leadership skills combined with hands-on experience motivated to make our customers happy, tackle technical problems and finally, you’re passionate about Course Hero’s mission. You will undergo Customer Experience training the first month in order to fully understand the product launch and technical needs of this role. The Customer Operations Technical Specialist will report to the Customer Operations Manager.
Here are some ways you’ll make an impact:
- Respond to technical issues in accordance with established Standard Operating Procedures and Service Level Agreements
- Answer incoming escalated technical support questions from existing customers, by email and phone, using CRM and associated customer support tools
- Investigate and resolve all technical issues appropriately, whether that be providing feedback on user error or improving our front line agents’ ability to assist customers with technical issues
- Develop, manage and drive continuous improvement in the technical support function at Course Hero which includes, but is not limited to, troubleshooting guides and training
- Investigate, document and prioritize bug resolution in collaboration with our engineering teams which includes assessment analysis to identify scope of problems and escalate recurring issues to management
- Ensure delivery of exceptional customer service for technical issues which includes writing workaround instructions in collaboration with engineering
- Develop, track and communicate metrics that drive bug resolution which enable decision making for the customer operations, product and engineering team
- Guide and collaborate with customer operations, product and engineering on evaluating technical risks of new and existing product launches, internal and external tools
- Perform quality checks of product releases to ensure a smooth customer experience
Are you our Customer Operations Technical Specialist?
- 2-3 years of experience in technical support and troubleshooting of multiple enterprise-wide ticket systems
- 2-3 years customer service experience
- Experience with tools, such as ZenDesk, Freshdesk, Jira, AWS, Tableau
- Technical proficiency of APIs, MYSQL, AWS Athena, Tableau and experience aiding technical investigations
- Strong analytical abilities which are required in order to assess data effectively and accurately
- Keen attention to detail and skill in pattern recognition and trends and enjoying finding bugs and testing new products
- Comfortable working with Chrome and Google Suite (Docs, Sheets, Slides, Gmail, Slack) is a requirement
- Flexible with hours of operation during times of peak season
Bonus Points:
- BS/BA degree in Computer Science/Information Systems or related field, or equivalent combination of education and experience
- Experience in e-commerce work environment
- Worked with remote or international support or operations team
Benefits & Perks!
- Competitive salary, annual bonus, and RSUs
- Medical coverage, including full dental and vision
- Life and disability benefits
- 401(k) program (US) / retirement savings plan (Canada) with company match
- One month paid sabbatical after 5 years at the company
- Education reimbursement
- Professional development workshops & industry conferences
- Paid parental leave
- Flexible work schedule
- Social responsibility program (volunteer time off and donation matching)
- Annual wellness stipend
- Monthly tech stipend
- Annual family planning stipend
- Monthly snack boxes delivered to your door
- Cell phone allowance
For positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records. Other locations: IL, MA, NJ.
Equal Employment Opportunity Statement (EEO)
We are an equal opportunity employer and value diversity and inclusion within our company. We will consider all qualified applicants without regard to race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status. We will ensure that individuals who are differently abled are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment as provided to other applicants or employees. Please contact us to request accommodation.
About Us:
Course Hero is on a mission to help students graduate, confident and prepared. The online learning platform offers over 60 million course-specific study resources created by and for students and educators, as well as 24/7 tutor help. More than 65,000 verified college educators use Course Hero to collaborate with other faculty and share resources to hone new strategies for instruction. Everyday, students, educators and tutors help more than 20 million students make every study hour count.
We have an awesome team and a truly engaging culture. We are customer-focused, collaborative, responsible, gritty, and we love to learn. Our bold mission is to help students graduate confident and prepared!
We are not the only ones that think we’re onto something big. Course Hero has been recognized as one of the 2021 Top 100 Best Places to Work in the Bay Area, Top 50 Best Paying Companies in the Bay Area, Top 100 Most Transparent Companies, and in the Top 50 Most Transformational Companies in Education Technology. Read up on some of our recent news coverage, blog, and learn more about us to see what it is like to work with our team.
Join us on our mission!
