Sr. Technical Support Specialist

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

The Senior Technical Customer Support Specialist is responsible for supporting, and ensuring a positive user experience in 2U programs by providing proactive, comprehensive and exceptional customer service.

This position is the critical “first line of defense” in executing 2U’s expected white glove service level for its students, graduates and faculty.  The Senior Technical Customer Support Specialist takes incoming calls from enrolled students and faculty who need technical assistance, as well as address non-technical inquiries.  They will also assist with new hire training/onboarding and resolving/escalating all incoming cases regarding faculty or students.

Note: The schedule for this role is Sunday  - Thursday: 6pm  - 2:30am Eastern Time

Responsibilities Include, But Are Not Limited To:

• Track and monitor real time activity across all user channels, and address real time questions from the team
• Master troubleshooting technical issues and coordinating solutions within the team
• Creates initiatives and stratagems for department efficiency and streamlining existing processes
• Participate in root cause analysis and communicate findings to customers
• Corresponds with company departments and internal cross-functional teams to identify needs, technical challenges, and promptly resolve student and faculty issues
• Write reports, develop charts, graph, and schematic to describe and illustrate the department's operating characteristics, malfunctions, and functional limitations
• Master Zoom, Learning Management Systems among other tools in order to proficiently provide technical assistance to faculty/students and troubleshoot with competence
• Research and analyze web based technologies and services to keep current with emerging technologies
• Understand Student/Faculty Support processes in order to communicate and improve processes
• Assisting with the development and facilitation of new hire and up training seasoned agents
• Other duties as assigned

Things That Should Be In Your Background:

• 3 – 5 years experience working in a service-oriented, customer support, technical support or related field.
• Organizational skills with exceptional attention to detail. Able to work quickly and accurately.
• Familiarity with current Apple and Microsoft Operating Systems. 
• Able to multi-task and see assignments through to completion.
• Ability to work evening and weekend hours to support students at peak times.
• Identify service improvement opportunities and automation proposals to improve service quality.
• Bachelor’s Degree preferred.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

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
• Employee stock purchase plan
• 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 base salary range for this role is ($52,000 -$55,000), 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.

2U Diversity and Inclusion Statement

At 2U, 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 base that embodies diverse walks of life, ideas, 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. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: [email protected]. 

About 2U Inc. (NASDAQ: TWOU)

For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. (Nasdaq: TWOU). Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

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 all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.