Role & Responsibilities:
The Part time Student Services Coordinator is responsible for managing and supporting the student experience in 2U programs by providing proactive, comprehensive and exceptional customer service.
This position is the critical “first line of defense” in executing 2U's expected white glove service level for its students, graduates and faculty. The Student Services Coordinator take incoming calls from enrolled students and faculty who need technical assistance. Coordinators will also actively monitor and support live classroom sessions and make proactive outbound calls. Coordinators will be assigned a group of enrolled students and are expected to facilitate every need of those students including but not limited to the following:
Providing exceptional service to students with academic, procedural or technical issues. When needed, escalate to program manager
Providing exceptional service and support to students with technical issues in the Learning Management System (LMS), Adobe Connect and other technology platforms
Assisting in student on-boarding to include online orientation, registration and live training
Handle all incoming communications from students in an expedient and professional manner and escalating to program manager when needed
Troubleshooting technical issues and coordinating solutions with 2U’s technical team.
Education and Professional Experience:
Minimum 1 year experience working in a service-oriented, customer support, technical support or related field.
Some college coursework required
Strong customer service background required. Experience providing service in a collegiate, university or online environment a strong plus
Familiarity with online learning technology a plus
Excellent computer skills (Microsoft Office, inclusive of Word, Excel, PowerPoint)
Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner.
Strong student-centered, customer service focus; commitment to student satisfaction and success.
Ability to work evening and weekend hours to support students at peak times.
Enthusiasm and the ability to thrive in an atmosphere of constant change.
Ability work and contribute in a team environment.
Founded in 2008 by a unique team of education veterans with unparalleled experience, 2U, Inc. formerly known as 2tor Inc. partners with preeminent institutions of higher education to deliver rigorous, selective degree programs online to students globally.
2U supplies universities with the tools, expertise, capital, and global recruiting needed to compete in a space currently dominated by mediocre programs.
Technology: 2U develops state-of-the-art technology platforms that give universities the ability to deliver traditional offline curricula in a unique online learning environment.
Instructional Design: Our instructional designers work closely with faculty to translate classroom courses into a compelling combination of synchronous and asynchronous online and real-world experiences, using the best educational and social technologies available. We work side-by-side with professors to evolve those courses. We make improvements as usage and learning patterns emerge and new technologies become available.
Infrastructure: 2U provides the support infrastructure and the logistical components of our partners’ online programs. This includes comprehensive student support services from enrollment through graduation and beyond, as well as practical learning experiences in communities around the world.
Resources: 2U makes an upfront investment of over $10 million in each of our partner programs. By supplying capital and global marketing capabilities, we enable universities to give high-performing students around the world a transformational educational experience.
Since our founding, 2U has partnered with some of the most prestigious research universities to deliver groundbreaking online degree programs. You can read about our partners here (link to partners’ page).
And if you’re ready to help our team (link to team page) build the next great movement in higher education, consider joining us (link to careers).
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They 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, Inc. 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, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. 2U, Inc.'s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay, and dismissal.