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.

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.

While this position is open to remote candidates across the U.S., we will prioritize those who live in the Washington-Baltimore metropolitan area and who are available to come into our Headquarters in Lanham, MD two days a week.

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