Job Description
Company Overview
Coursera is a leading global online learning platform that partners with top universities and industry leaders to provide accessible, high‑quality education to learners worldwide. Headquartered in Mountain View, California, Coursera serves millions of students and professionals, offering a diverse catalog of courses, specializations, and degree programs. The company is committed to innovation in digital education and continuously expands its support services to enhance learner success.
Key Responsibilities
Key Responsiblities For "Virtual Learning Support Specialist"
- Serve as the primary point of contact for learners enrolled in virtual courses, providing timely, empathetic assistance via chat, email, and video calls.
- Diagnose and resolve technical issues related to the learning platform, streaming content, assessments, and device compatibility.
- Guide students through course navigation, enrollment processes, and credential acquisition, ensuring a seamless learning experience.
- Collaborate with instructional designers, product managers, and content creators to identify recurring learner challenges and recommend platform enhancements.
- Conduct live virtual workshops and tutorial sessions on study strategies, time management, and effective use of digital resources.
- Maintain accurate records of learner interactions in the CRM system, track resolution metrics, and generate weekly reports for leadership.
- Participate in on‑call rotation to provide after‑hours support during peak enrollment periods and global time zones.
Required Qualifications
- Bachelor’s degree in Education, Instructional Technology, Communications, or a related field.
- Minimum of 2 years of experience in virtual tutoring, online student support, or help‑desk roles within an educational technology environment.
- Proven ability to troubleshoot common LMS and video‑conferencing tools (e.g., Canvas, Zoom, Google Meet).
- Excellent written and verbal communication skills, with a strong customer‑service orientation.
- Ability to manage multiple learner cases simultaneously while maintaining high satisfaction scores.
Desired Skills
- Familiarity with data‑driven support tools such as Zendesk, Intercom, or Freshdesk.
- Experience designing and delivering virtual workshops or webinars.
- Knowledge of adult learning principles and instructional design basics.
- Multilingual capability, especially in Spanish or Mandarin, to support a diverse global learner base.
- Certifications in instructional technology or customer support (e.g., CompTIA CTT+, Certified Support Specialist).
Compensation & Benefits
- Annual base salary range: $78,000 to $102,000, reflective of the San Francisco Bay Area market for comparable roles.
- Comprehensive health, dental, and vision insurance plans with employer contributions.
- 401(k) plan with company matching and employee stock purchase options.
- Generous paid time off, parental leave, and flexible remote‑work policy.
- Professional development stipend, tuition assistance for continued education, and access to Coursera’s full catalog of courses.
How to Apply
Interested candidates should visit Coursera’s Careers portal, locate the “Virtual Learning Support Specialist” posting, and submit an online application including a resume and a concise cover letter outlining relevant experience and motivation for supporting online learners. Selected applicants will be contacted for a virtual interview process.
Coursera is a leading global online learning platform that partners with top universities and industry leaders to provide accessible, high‑quality education to learners worldwide. Headquartered in Mountain View, California, Coursera serves millions of students and professionals, offering a diverse catalog of courses, specializations, and degree programs. The company is committed to innovation in digital education and continuously expands its support services to enhance learner success.
Key Responsibilities
Key Responsiblities For "Virtual Learning Support Specialist"
- Serve as the primary point of contact for learners enrolled in virtual courses, providing timely, empathetic assistance via chat, email, and video calls.
- Diagnose and resolve technical issues related to the learning platform, streaming content, assessments, and device compatibility.
- Guide students through course navigation, enrollment processes, and credential acquisition, ensuring a seamless learning experience.
- Collaborate with instructional designers, product managers, and content creators to identify recurring learner challenges and recommend platform enhancements.
- Conduct live virtual workshops and tutorial sessions on study strategies, time management, and effective use of digital resources.
- Maintain accurate records of learner interactions in the CRM system, track resolution metrics, and generate weekly reports for leadership.
- Participate in on‑call rotation to provide after‑hours support during peak enrollment periods and global time zones.
Required Qualifications
- Bachelor’s degree in Education, Instructional Technology, Communications, or a related field.
- Minimum of 2 years of experience in virtual tutoring, online student support, or help‑desk roles within an educational technology environment.
- Proven ability to troubleshoot common LMS and video‑conferencing tools (e.g., Canvas, Zoom, Google Meet).
- Excellent written and verbal communication skills, with a strong customer‑service orientation.
- Ability to manage multiple learner cases simultaneously while maintaining high satisfaction scores.
Desired Skills
- Familiarity with data‑driven support tools such as Zendesk, Intercom, or Freshdesk.
- Experience designing and delivering virtual workshops or webinars.
- Knowledge of adult learning principles and instructional design basics.
- Multilingual capability, especially in Spanish or Mandarin, to support a diverse global learner base.
- Certifications in instructional technology or customer support (e.g., CompTIA CTT+, Certified Support Specialist).
Compensation & Benefits
- Annual base salary range: $78,000 to $102,000, reflective of the San Francisco Bay Area market for comparable roles.
- Comprehensive health, dental, and vision insurance plans with employer contributions.
- 401(k) plan with company matching and employee stock purchase options.
- Generous paid time off, parental leave, and flexible remote‑work policy.
- Professional development stipend, tuition assistance for continued education, and access to Coursera’s full catalog of courses.
How to Apply
Interested candidates should visit Coursera’s Careers portal, locate the “Virtual Learning Support Specialist” posting, and submit an online application including a resume and a concise cover letter outlining relevant experience and motivation for supporting online learners. Selected applicants will be contacted for a virtual interview process.
Required Skills
- Virtual
- Learning
- Support
- Specialist