Lead, Global Support
Udacity
Posted 30+ days ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Responsibilities:
- Update, maintain, and be responsible for CRM configurations to meet evolving workflow and operational needs.
- Take ownership of the Help Center and Knowledge Base, ensuring that accurate, up-to-date, and comprehensive information is displayed to students and internal teams.
- Responsible for training, managing, and optimizing AI chatbot functions to enhance self-service capabilities and improve response times.
- Serve as a key point of contact for interacting with vendors and third-party team members to discuss tool enhancements and process improvements.
- Create and maintain comprehensive data reports and dashboards to provide clear visibility into support performance and trends for stakeholders.
- Take accountability for the team's success by providing operational support and contributing to technical ticket resolution whenever required.
- Regularly analyze data trends and identify process improvement opportunities to continuously enhance Support workflows and operations.
- Provide continual evaluation of processes and procedures and recommend AI oriented solutions
- Responsible for suggesting methods to improve operations, efficiency, and service to both internal and external customers
- Work as a member of special or ongoing projects that are important to the strategic goals of the organization
- Assist in establishing work procedures and processes that support the company and departmental standards, procedures, and strategic directives
- Use appropriate judgment in upward communication regarding department or employee concerns
- Produce presentations and proposals to the organization s leadership team as needed
- Be a strong advocate for Udacity students and the company vision
- 2+ years as a Tech Support Specialist, or a similar role
- 2+ years customer service or support experience
- Knowledge of Zendesk CS software or equivalent
- Knowledge of fundamentals of AI and usage
- Additional certification in training is a plus
- Excellent communication skills, both written and verbal
- Must be able to manage workload and can prioritize ideas and effort to drive the most impactful results
- Empathetic, patient, and compassionate
Company Industry
- Education
- Training
- Teaching
- Academics
Department / Functional Area
- IT Software
Keywords
- Lead
- Global Support
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