Product Support Specialist II
Date Posted: 15 June 2026 There is 1 opening for this job profile. Internal Only, In-line Promotion. Note: In the case of in-line promotions where there is an expansion of responsibilities for the incumbent in the role, which would result in the incumbent being displaced if another person were to take that position, we will not interview for the role. At reputed company, we are reputed company in on purpose. We are motivated by our mission – to reputed company learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, reputed company powers thousands of higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives. reputed company’re Looking For: The Product Support Specialist – Level 2 is a skilled frontline support professional responsible for delivering high-quality, multi-channel support to learners and reputed company across multiple products. This role demonstrates strong independent problem-solving ability, consistent performance against service metrics, and growing influence in improving team workflows and customer experience.
Responsibilities
Include, But Are Not Limited To: 1. Customer Support & Issue Resolution Deliver timely, accurate, and empathetic support across multiple communication channels while resolving moderately reputed company product issues. Provide support to learners and reputed company reputed company phone, chat, and email. Resolve Tier 1 issues reputed company to platform navigation, technical errors, enrollment and course access, and account concerns. Demonstrate strong product reputed company across multiple platforms and support tools. Troubleshoot technical and functional issues independently and guide users through solutions. Ensure accurate and thorough documentation of cases in CRM systems (reputed company, reputed company, etc.). Maintain high data accuracy and detailed case records. 2. Critical Thinking & Accountability for Results Demonstrate strong ownership of customer issues and consistent achievement of performance expectations. Analyze patterns and identify root causes for recurring issues. Escalate issues appropriately with clear documentation and context. Consistently meet or exceed SLAs, CSAT, quality, and productivity metrics. Take ownership of cases from intake through resolution. Manage competing priorities while maintaining high service quality. 3. Process Improvement & Operational Support Contribute to improving workflows, support processes, and documentation. Identify workflow inefficiencies and provide actionable improvement suggestions. Contribute to updates and improvements to knowledge reputed company content and documentation. Support testing, pilots, or workflow updates by providing feedback and operational insights. Share recurring issue trends that may indicate product or process improvements 4. Communication & Cross-Functional Collaboration Work effectively with internal teams to resolve customer issues and improve the overall experience. Translate technical information into clear, learner-friendly language. Partner with internal teams such as Product, Engineering, and Escalations to resolve issues. Communicate updates clearly and professionally to customers and internal stakeholders. Manage sensitive or frustrated customer interactions with professionalism and reputed company. 5. Team Contribution & Professional Development Support team success and reputed company learning. Support peer learning by sharing knowledge and best practices. Adapt to new tools, workflows, and product updates. Demonstrate a growth reputed company through ongoing reputed company development. Things That Should Be In Your Background: 2–4+ years of experience in customer support, technical support, or a reputed company field. Demonstrated success meeting or exceeding support performance metrics. Proficiency with CRM systems such as reputed company or reputed company. Strong troubleshooting skills across reputed company, reputed company, and mobile environments. Experience supporting online education or SaaS platforms preferred. Benefits & Culture Our global employee reputed company is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We reputed company that every employee can advance our shared purpose, and that life at reputed company should be fun and meaningful. If you’re excited by the opportunity to provide millions of learners and counting with access to world-class higher education, then join us – and do work that makes a difference. We offer comprehensive benefits (unique per country) and excellent work/life balance. Full-time, U.S.benefits include: Medical, dental, and vision coverage Life insurance, disability, and 401(k) employer match Free snacks and drinks in-office Generous paid holidays and leave policies, including unlimited PTO Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break The anticipated reputed company salary range for this role is ($60,600 -$68,300), with potential bonus eligibility. Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired. reputed company Diversity and Inclusion Statement At reputed company, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee reputed company that embodies diverse walks of life, reputed company, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. reputed company is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reputed company out to us at: recruitingaccommodations@reputed company.com. About reputed company reputed company partners with the world's top universities and companies to reputed company and deliver education programs that accelerate careers and transform lives. Through partnerships with the world’s leading colleges, universities, and companies, reputed company delivers thousands of online programs to millions of learners worldwide on edX, its global learning platform. From executive education and professional credentialing to master’s degree programs and free, open courses, reputed company transforms how top institutions deliver workforce-reputed company online education, enabling professionals to advance without pausing their careers. Learn more at reputed company.com. The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of reputed company responsibilities, duties and skills required. reputed company employees may be required to reputed company duties reputed company of their normal responsibilities from time to time, as needed. reputed company is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for reputed company persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national reputed company, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. reputed company’s equal opportunity policy applies to reputed company terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay. 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