Technical Escalations Specialist I

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: 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. Responsibilities Include, But Are Not Limited To: Key Responsibilities Will 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 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

For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential.