Product Specialist

6 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**:

- Troubleshoot and resolve issues related to platform navigation and technical errors, course access, account issues, and other concerns.
- Collect and organize information to successfully escalate more complex issues to leadership or other teams when necessary.
- Collaborate with other departments and internal cross-functional teams to promptly resolve learner and instructor issues.
- Keep up to date with product knowledge to ensure you can support multiple products seamlessly.

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

- 2+ years of working in a service-oriented customer support, technical support, or other support-related field highly preferred.
- Excellent problem-solving skills with a customer-focused attitude
- Exceptional communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms
- Proficiency in CRM and support software (e.g., Zendesk, Salesforce)
- The capacity to work independently and within a team environment to quickly and calmly resolve issues
- Proficiency with Apple and Microsoft operating systems as well as mobile devices (Android, Apple)
- Schedule flexibility and the potential to work weekends and holidays

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

- Experience supporting online higher education degrees/certificate programs
- Fluency in other languages (Spanish preferred)
- Enthusiasm and the ability to thrive in an atmosphere of constant change

**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 courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

NoBackRow

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

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