What We’re Looking For:
This position requires a highly motivated and multifaceted individual to contribute to and be part of a proactive and client focused advanced technical team with a key responsibility of supporting remote users with varying levels of technical expertise. Individual must have web application support experience on Microsoft & Apple platforms with fine analytic and problem-solving skills to utilize in systems engineering tasks. Role will require individual to think both logically and out of the box to come up with optimum operational implementation to resolve escalated issues.
Schedule: Sunday - Thursday; 2:30pm - 9:00am Eastern Time
Responsibilities Include, But Are Not Limited To:
Handle escalated cases to resolve advanced technical issues with users systems including network issues, proprietary systems, Zoom, audio conferencing platforms, general computer issues and other systems
Maintain 90% ACD availability for incoming calls, chats, and emails
Perform remote desktop support to assist end users in resolving issues
Track and update troubles in ticketing system
Strong understanding of troubleshooting and root cause analysis
Requires independent thinking/problem solving skills and proven ability to prioritize and execute multiple tasks in a high pressure environment
Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process in order to provide consistent excellent customer service
Assist in the creation of knowledge and trainings for other support tiers and end users
Ability to work with other groups to ensure collaboration
Things That Should Be In Your Background:
Bachelor's Degree, and/or additional related college courses or professional training is preferred.
2 plus years of internal or external technical service experience that supports troubleshooting of software apps
Ability to work a flexible shift
Ability to work in a highly visible, fast paced environment with minimal supervision and major responsibility
Enthusiasm and the ability to thrive in an atmosphere of constant change
Excellent time management skills
Comprehensive understanding of Microsoft Windows & macOS operating systems and home wireless networking/configuration
Strong leadership and teamwork skills
Ability to fully articulate complex technical solutions to non-technical people in a clear, concise manner
Other Attributes That Will Help You In This Role:
Prior knowledge of online learning technology
Prior experience in education
Experience in SaaS support
Experience with mobile device/application support (iOS and Android)
Experience with Salesforce
Experience with JIRA
Experience with Confluence
Experience with remote access tools
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.
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: recruitingaccommodations@2u.com.
Benefits & Culture
Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.
2U offers a comprehensive benefits package:
Medical, dental, and vision coverage
Life insurance, disability and 401(k)
Unlimited snacks and drinks
Generous paid 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 ($48,000-$55,000), with potential bonus and equity 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. To learn more, visit 2U.com. #NoBackRow
Note: 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.
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