Technical Escalations Specialist I

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:

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. 

Responsibilities Include, But Are Not Limited To:

Key Responsibilities Will 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

• Coordinate updates to existing course content and curriculum

• Assist in administering G-suite and other 2U technologies
• Perform all other duties as assigned by the departmental management

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

Strong Candidate would also have:

• 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

Hours are 3:30pm-12 am EDT Monday- Friday with 1 on call Saturday per month

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
• 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 ($50,00-$58,000), 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: recruitingaccommodations@2u.com. 

About 2U LLC

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, LLC. 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.