KEY RESPONSIBILITIES

The Senior Technical Support Specialist (K&T Online) is responsible for offering in-depth technical support and trouble shooting for teachers and students enrolled in EF Kids & Teens online learning programs. This is a second-line supporting role with key responsibilities being:

?Manage the customer experience for students and their parents across China during the initial period of Kids & Teens online operations.

?Work as a second layer support member to provide in-depth platform troubleshooting to students, parents and teachers experiencing issues with the online classroom.

?Support live session tech support both from students side and teacher side.

?Align with managers and teammates with additional feedback involving customer experience .

?Lead monthly sharing sessions to implement best working practices for technical trouble shooting.

?Provide in-depth analysis of operational data in order to identify: trends, forecasting, potential issues and any other areas to follow up on.

REQUIREMENTS

?2+ years working in tech support customer service.

?2+ years working in kids education industry.

?Customer experience oriented.

?Excellent written, verbal, communication, data analysis and presentation skills.

?Technology-minded.

?Punctual, self-organized, reliable and direct reports in meeting deadlines.

?Available to work some Weekends and Evenings as part of a regular 40 hour work week .

?Able to work under pressure and resolve issues or conflicts.

上班地址：铜仁路258号九安广场