Senior Technical Support Specialist

1 week ago

Cape Town, South Africa 2U Full time

**What We're Looking For**:
The Senior Technical Support Specialist is responsible for supporting, and ensuring a positive user experience in 2U programs by providing proactive, comprehensive and exceptional customer service.

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

- Works closely with the current Technical Support leadership to address concerns, train and implement processes.
- Participates in root cause analysis and communicate findings to customers.
- Creates initiatives and strategies for department efficiency and streamlining existing processes.
- Tracks and monitors, via computer and reports, work assignments within the department to ensure their completion.
- Real time monitor support channels to ensure proper coverage as assigned.
- Provides coaching and conducts quality assurance analysis to improve agent performance.
- Master Zoom and Learning Management Systems in order to proficiently provide technical assistance to team members and faculty/students; troubleshoot with competence.
- Master troubleshooting technical issues and coordinating solutions with 2U's technical teams.
- Understands student/faculty support processes in order to communicate and improve processes.
- Working across external departments to identify needs and technical challenges.
- Ability to train and coordinate new hire onboarding.
- Other duties as assigned.

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

- Bachelor's Degree preferred.
- 2 - 4 years experience working in a service-oriented, customer support, technical support or related field.
- Organizational skills with exceptional attention to detail. Able to work quickly and accurately.
- Familiarity with current Apple and Microsoft Operating Systems.
- Able to multi-task and see assignments through to completion.
- Ability to work evening and weekend hours to support students at peak times.
- Identify service improvement opportunities and automation proposals to improve service quality.

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

- Excellent verbal and writing skills with the ability to communicate in a courteous, tactful, collegial and concise manner.
- Excellent prioritization skills.
- Strong leaderships skills.
- Ability to work with a core team in a fast-paced environment.
- Enthusiasm and the ability to thrive in an atmosphere of constant change.
- Ability to work and contribute in a team environment.
- Ability to work a flexible schedule to meet the needs of the business.
- Project management skills.
- Excellent time management skills required.

**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 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 our partners 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 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**

2U is an Equal Opportunity Employer that is committed to diversity and inclusion. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.

**Why It's **Great** to Work at **2U**

2U Cape Town offers a high-energy work environment that's both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with coffee from our in-house barista. We have other in-house perks like subsidised healthy meals, a gym with free yoga sessions and social events all year round. We celebrate special milestones like birthdays and workaversaries, truly showing that #RelationshipsMatter.

**Benefits**

2U Cape Town offers a comprehensive benefits package:

- 2 complimentary Getsmarter short courses per year
- Subsidised medical aid with Discovery
- 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 organizations

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 dutie

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