Job Description
Title: Sr Technical Escalations Specialist – Evening
Location: US-MD-Lanham//US-NY-Brooklyn//US-CO-Denver//US-AZ-Tempe//US-FL-Boca Raton
What We’re Looking For:
The Senior Technical Escalations Specialist ensures a positive user experience for 2U students and faculty by providing proactive, comprehensive, and exceptional technical customer service.
You will be the critical second line of defense for the Tier 2 team in executing 2U’s expected white-glove service for its students and faculty and assist the team with new hire training, onboarding, and projects as assigned.
This senior position is responsible for ensuring the quality of our Tier 2 technical support team and vendors. This position requires a highly motivated individual capable of working independently with a strong focus on white-glove service to help resolve escalated cases timely to ensure a positive educational experience for our students and faculty.
Schedule: Sunday – Thursday 4:00pm-12:30am EST
This is a fully remote position, but to encourage team connectedness (e.g. ease with getting to team off-sites etc.) we prefer to hire individuals within 50 miles of one of our office locations.
Responsibilities Include, But Are Not Limited To:
- Serve as subject matter expert in all technical areas.
- Strong competency in root cause analysis and communicating findings to customers.
- Correspond with 2U departments and internal cross-functional teams to promptly resolve student and faculty issues.
- Assist in vendor management.
- Coordinate and lead training of new team members.
- Provide training and mentorship to current team members to ensure continuity in support across the team.
- Remain knowledgeable of current technology and carry out research to identify new trends that can be used to achieve maximum results.
- Proactively look to improve and add efficiency to current processes and systems.
- Requires independent thinking/problem-solving skills and proven ability to prioritize and execute multiple tasks in a high-pressure environment.
- Create technical reports, develop charts, graphs, and schematics to describe and illustrate the department’s operating KPIs, area of improvement, and trends analysis.
- Assist in creating knowledge and training documentation for the team, other support tiers, departments, and end-users.
- 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.
- 4+ years experience working in service-oriented customer support, technical support, or other support-related fields.
- Advanced knowledge in current Apple, Microsoft Operating Systems, and video conferencing software.
- Advanced knowledge in SaaS support.
- Advanced knowledge in mobile application support.
- Ability to work in a highly visible, fast-paced environment with minimal supervision and significant responsibility.
- Ability to fully articulate complex technical solutions to non-technical people in a clear, concise manner.
- Ability to identify service improvement opportunities and automation proposals to improve service quality.
- Excellent time management skills.
- Strong leadership and teamwork skills.
Other Attributes That Will Help You In This Role:
- Prior knowledge of online learning technology and experience in the education industry
- IT service management (ITSM) or process-driven certifications (HDI, ITIL, Six Sigma)
- Ability to work a flexible schedule to meet the needs of the business.
- Enthusiasm and the ability to thrive in an atmosphere of constant change.
2U Diversity and Inclusion Statement
At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique 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.
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
In Colorado, the anticipated base salary for this role is $57,000 with potential bonus. Note: The final compensation for this position may consider factors including the geographic location where the work is performed (candidate’s assigned office) and prior work experience of the candidate.