Part-Time Technical Support Specialist Evening

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u003cdiv class=iCIMS_InfoMsg iCIMS_InfoMsg_Job\u003enu003cdiv class=iCIMS_Expandable_Container\u003enu003cdiv class=iCIMS_Expandable_Text\u003enu003cpu003eu003cspan style=font-weight: 400;\u003eu003cstrongu003eWhat We're Looking For:u003c/strongu003eu003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eThe Technical Support Specialist I is responsible for ensuring a positive user experience for u0026nbsp;2U students and faculty by providing proactive, comprehensive, and exceptional customer service.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eYou will be the critical “first line of defense” in executing 2U’s expected white glove service level for its students and faculty. The Technical Support Specialist I takes incoming calls, emails, and chats from enrolled students and faculty who need technical assistance with 2U supported applications. u0026nbsp;You will also resolve or escalate all incoming cases regarding faculty or students.u003cbru003eu003cstrongu003eu003cbru003eSchedule: u0026nbsp;u003c/strongu003eAvailability needs to be 7 days a week between 5:00pm-12:00am ETu003cbru003eu003c/spanu003eu003cstrongu003eHours: u003c/strongu003eUp to 30 hoursu003c/pu003enu003cpu003eu003cstrongu003eResponsibilities Include, But Are Not Limited To:u003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eTroubleshoot student and faculty technical issues via phone, email and chat to identify the root cause and provide world class service to customers. u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eCollaborate with 2U departments and internal cross-functional teams to promptly resolve student and faculty issues.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMaster all 2U’s software to provide technical assistance to faculty and students with competence. u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAssist with training new hires and ongoing support of team members as needed.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOther duties as assigned.u003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eThings That Should Be in Your Background:u003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eBachelor’s Degree preferred.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e1 – 3 years experience working in a service-oriented customer support, technical support, or other support-related field.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExperience assisting customers using phone, email, and chat software.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eFamiliarity with current Apple, Microsoft Operating Systems, and video conferencing software. u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOrganizational skills with exceptional attention to detail. u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExcellent prioritization and time management skills requiredu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAbility to identify service improvement opportunities and automation proposals to improve service quality.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAbility to work holidays, evenings and weekend hours to support students and faculty at peak times as assigned.u003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eOther Attributes That Will Help You in This Role:u003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExcellent written and verbal skills with the ability to communicate in a courteous, tactful, collegial and concise manner.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAbility to work with a core team in a fast-paced environmentu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAbility to work a flexible schedule to meet the needs of the business.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eEnthusiasm and the ability to thrive in an atmosphere of constant change.u003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eAboutu0026nbsp;u003cspan class=il\u003e2Uu003c/spanu003eu0026nbsp;u003cspan class=il\u003eIncu003c/spanu003e. (NASDAQ: TWOU)u003c/strongu003eu003c/pu003enu003cpu003eWe believe there should be no back row inu0026nbsp;u003cspan class=il\u003ehigheru003c/spanu003eu0026nbsp;u003cspan class=il\u003eeducationu003c/spanu003e. For more than a decade,u0026nbsp;u003cspan class=il\u003e2Uu003c/spanu003e,u0026nbsp;u003cspan class=il\u003eIncu003c/spanu003e., a global leader inu0026nbsp;u003cspan class=il\u003eeducationu003c/spanu003eu0026nbsp;technology, has been improving lives by powering the world’s best digitalu0026nbsp;u003cspan class=il\u003eeducationu003c/spanu003e. As a trusted partner and brand steward ofu0026nbsp;u003cspan class=il\u003egreatu003c/spanu003eu0026nbsp;u003cspan class=il\u003euniversitiesu003c/spanu003e, we build,u0026nbsp;u003cspan class=il\u003edeliveru003c/spanu003e, and supportu0026nbsp;u003cspan class=il\u003eonlineu003c/spanu003eu0026nbsp;graduateu0026nbsp;u003cspan class=il\u003eprogramsu003c/spanu003eu0026nbsp;and certificates for working adults. Our industry-leading short courses, offered by GetSmarter®, are designed to equip lifelong learners with in-demand career skills. To learn more aboutu0026nbsp;u003cspan class=il\u003e2Uu003c/spanu003eu0026nbsp;and No Back Row®, visitu0026nbsp;u003cspan class=il\u003e2Uu003c/spanu003e.com.u003c/pu003enu003cpu003eu003cstrongu003eu003cspan class=il\u003e2Uu003c/spanu003eu0026nbsp;Diversity and Inclusion Statementu003c/strongu003eu003c/pu003enu003cpu003eAtu0026nbsp;u003cspan class=il\u003e2Uu003c/spanu003e, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and otheru0026nbsp;u003cspan class=il\u003euniqueu003c/spanu003eu0026nbsp;qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.u0026nbsp;u003c/pu003enu003cpu003eNote: 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.u003c/pu003enu003cpu003eu003cspan class=il\u003e2Uu003c/spanu003eu0026nbsp;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, pregnancy, national origin, age, marital status, disability, citizenship, military oru0026nbsp;u003cspan class=il\u003eveteransu003c/spanu003e’ status, or any other classifications protected by applicable federal, state or local laws.u0026nbsp;u003cspan class=il\u003e2Uu003c/spanu003e’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay and dismissal.u003c/pu003enu003c/divu003enu003c/divu003enu003c/divu003e}

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