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：上海市浦东新区浦东大道720号国际航运金融大厦6楼