Course Author Support (Contract)

As an edX Educational Support Specialist, you foster community and provide world-class service to course creators across a variety of issues. You effectively troubleshoot technical problems and creatively brainstorm solutions for new work flows. You spot trends and proactively identify efficiencies to make course creator support more effective.

Job Responsibilities:

  • Provide effective product, service, and platform technical support by directly responding to questions and requests from course creators.
  • Escalate support issues to Ed. Services, Engineering, and Product teams as appropriate.
  • Identify, help develop, and disseminate needed how-to guides, technical tips, best practice guides, etc.  
  • Foster community among course creators through excellent forum facilitation, building customer community and loyalty.
  • Develop an understanding of the needs of customer-facing support at edX and continually improve systems for bug reports, product requests, documentation, and other communication.
  • Keep up-to-date with product, platform, and pedagogy developments
  • Maintain a strong and credible presence in internal communication channels relevant to developers and to course creator support.

Qualifications:

  • Bachelor’s Degree, Master’s Degree preferred
  • At least 3-5 years experience in professional services or technical support
  • Excellent interpersonal skills. Demonstrated ability to work collaboratively with a wide range of individuals at all levels of the organization.
  • A love of technology and a proven ability to build technical understanding through hands-on learning.
  • Strong initiative and self-motivation.
  • Excellent business writing and verbal communication

Note:  This is a 4 month contract position.

If you are interested in this position, please send an email to jobs@edx.org.

Due to the high level of interest in working at edX, we are unable to contact all applicants personally. If your background matches our hiring needs a recruiter or hiring manager will contact you directly.

Applicants must be able to work out of our Cambridge, MA office. Sorry, Visa sponsorship is not available.