Sr. Product Specialist

5 months ago

Cape Town, South Africa 2U Full time

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

- Customer and Technical Support (30%): Provide comprehensive customer and technical support for students and faculty issues. This includes real-time monitoring of support channels as "leader on duty" to ensure appropriate coverage and backup plans are in place where needed.
- Team Leadership and Training (20%): Lead and train the team, assist with new hire onboarding, and coordinate with external departments for technical challenges and needs.
- Process Improvement and Analysis (20%): Develop and implement initiatives for department efficiency, streamline processes, participate in root cause analysis, and communicate findings.
- Technical Expertise and Troubleshooting (20%): Master tools like Zoom and Learning Management Systems. Troubleshoot escalated or peak time support technical issues in coordination with technical teams and stay updated with emerging web technologies.

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

- Bachelor's Degree
- 5+ years of experience in customer support, technical support, or related fields
- Experience with ticketing or case management systems (e.g., Zendesk, Salesforce)
- Solid technical acumen, including proficiency with Google and/or Microsoft environments
- Experience with JIRA and Confluence is a plus
- Strong leadership and organizational skills, with exceptional attention to detail
- Ability to multitask, work under pressure, and meet deadlines
- Excellent communication skills, both verbal and written, with a customer-first mindset
- Ability to work independently and in a team environment
- Flexibility to work evening and weekend hours as needed
- Project management and time management skills
- Fluent in simplifying and translating technical concepts for varied audiences

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

- Experience in utilizing data to assess the health and productivity of a team
- Experience in supporting online higher education degrees or certificate programs
- Multilingual abilities
- Enthusiasm for continuous learning and adaptability in a fast-paced environment

**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, ZA benefits include:

- 2 complimentary Getsmarter short courses per year
- Subsidised medical aid with Discovery Health Medical Scheme
- 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
- Employee Assistance Program (EAP)
- Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

**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 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.

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

**About edX**

edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. (Nasdaq: TWOU). 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 cour

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