Job title: Learner Support – Limited Contract

Job Brief:

We are looking for a customer-oriented individual who is interested in playing a role in enhancing the learning experience of learners on our programs. His/Her day-to-day activities include answering learners’ queries, reporting on their activities and problems, in addition to coming up with solutions to keep learners engaged.

The candidate would get the opportunity to work at our offices with Edraak’s programs and development teams. The contract is 6 – 8 months long with a chance for renewal (depending on when he/she is contracted).
Major Responsibility Areas:
Reporting any content or technical issues for running Courses, Specializations and Micro-credentials.
Sending emails for weekly launch and any updates on content and platform.
Communicating with learners on Slack (or any other communication channels), emails and discussion forums of running programs.
Reporting issues to Product Managers and Program Managers.
Issuing weekly performance reports for the program managers.
Sending follow-up emails for learners who are falling behind:
– Enrollments
– Engagement
– Drop-rates
– Completion
– Satisfaction
– Career outcomes
Collecting Feedback from the learners through conducting:
– Surveys.
– Discussion forum.
– Direct communication through TA.
– Community.
Incentivizing learners to continue through follow-up and excellent communication skills.
Managing subscriptions and operations of technical and communication tools used in programs.
Managing the file sharing system of the documents, sheets, videos, etc…
Finding success stories and pain points of learners.
Focus groups and interviews with learners.
Being an admin on webinars when needed.
Job Requirements
2 – 3 years of experience.
Strong communication skills in Arabic and English.
Customer Service oriented, patient and a good listener.
Time management.

Nice to Have:

Research skills.
Basic knowledge of HTML and CSS.
Technically strong, use of tools: Google Forms, Google Drive, Survey monkey, Mail Chimp.