2U, Inc. Technical Escalations Specialist Salary in the United States

Expected hours are: 

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. 

Relationships matter and make service your mission are two of 2U's guiding principles.  These come together when faced with managing difficult conversations, varying points of view and resolving issues across parties.  As part of any customer facing role it is inevitable your responsibilities will include working proactively through complex interactions and relationships. You will be called upon to manage professionally through situations like these to ensure the best possible outcomes for our students and partners and long term relationships.

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
• Assist in creation of knowledge and training documentation to be used by other teams
• 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
• Operating system fundamentals, IP networking & Microsoft Windows & MAC Operating Systems
• 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
• Prior experience working in a Call Center environment
• Mobile application support
• Experience in SaaS support
• Experience with SalesForce
• Experience with Slack

About 2U Inc. (NASDAQ: TWOU)

At 2U, we power world-class online education and in-person boot camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help universities fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our university partners are there to help them succeed.Together with our partners, 2U has positively transformed the lives of more than 150,000 students and lifelong learners. 2U, Inc. has acquired and integrated two companies broadening our portfolio of education offerings into short courses with GetSmarter and boot camps with Trilogy. This role supports our 2U line of business.

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
• Tuition reimbursement program
• Generous paid leave policies including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break from Christmas through New Years!

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, 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, pay and dismissal.