**Sr Technical Support Specialist - Overnight**

at 2U US-MD-Lanham//US-NY-Brooklyn//US-CO-Denver//US-FL-Boca Raton//US-AZ-Tempe **What Were Looking For:**

The Senior Technical Support Specialist ensures a positive user experience for 2U students and faculty by providing proactive, comprehensive, and exceptional customer service.

You will be the critical second line of defense for the Tier 1 team in executing 2Us expected white-glove service level for its students and faculty. The Senior Technical Support Specialist takes escalated calls, emails, and chats from enrolled students and faculty who need technical assistance. You will also resolve or escalate all incoming cases regarding faculty or students and assist with new hire training, onboarding, and projects as assigned.

**Schedule:** Friday - Monday 11:00pm - 9:30am EST

**Responsibilities Include, But Are Not Limited To:**

* Handle escalated cases to resolve advanced technical issues with users' systems, including network issues, proprietary systems, audio conferencing platforms, general computer issues, and other systems.

* Perform remote desktop support to assist end-users in resolving issues.

* 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.

* 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 improvements, and trends analysis.

* Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process to provide consistently excellent customer service.

* Provide training on troubleshooting, technical advice, and direction to internal and external team members.

* Assist in creating knowledge and training documentation for other support tiers, other departments, and end-users.

* Assist with training new hires and coordinating new hire on-boarding.

* Ability to work independently and as groups to complete projects.

* Perform all other duties as assigned by the departmental management.

**Things That Should Be In Your Background:**

* Bachelor's Degree preferred 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.

* Experience assisting customers using phone, email, and chat software.

* Excellent organizational and prioritization skills with exceptional attention to detail.

* Excellent written and verbal skills with the ability to fully articulate complex technical solutions to non-technical people in a clear, concise manner.

* Ability to multi-task and see assignments through to completion.

* Ability to identify service improvement opportunities and automation proposals to improve service quality.

* Ability to work in a highly visible, fast paced environment with minimal supervision and increased responsibility.

* Strong leadership and teamwork skills.

* Advanced knowledge current Apple, Microsoft Operating Systems, and video conferencing software.

* Advanced knowledge in SaaS support.

**Other Attributes That Will Help You In This Role:**

* Prior knowledge of online learning technology and experience in the education industry.

* Advanced knowledge in mobile application support.

* 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.

**About 2U Inc. (NASDAQ: TWOU)**

2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital eraand 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 our partners fill those needsdeveloping 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 partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners.

**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 $55,000 with potential bonus eligibility. Note: The final compensation for this position may consider factors including the geographic location where the work is performed (candidates assigned office) and prior work experience of the candidate.

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, 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. 2Us equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.