Location: Remote
Hours: Monday – Friday, 7am – 9am EST, approximately 10-18 hours per week
The Part Time Student Support 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 Support Coordinator takes incoming calls from enrolled students and faculty who need technical assistance. They will also actively monitor and support live classroom sessions and make proactive outbound calls.
Responsibilities Include, But Are Not Limited To:
The advisors 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 and support to students with technical issues in the Learning Management System (LMS), Adobe Connect and other technology platforms.
Providing exceptional service and support to faculty with technical issues and service issues.
Assisting in student on-boarding with live training during orientation.
Monitor live sessions to ensure they run smoothly.
Provide feedback after each session so Manager and Advisors can follow up to address any issues.
Troubleshooting technical issues and coordinating solutions with 2U”s technical team.
Handle incoming communications from students in an expedient and professional manner.
Assist students and faculty in troubleshooting basic technical issues in the Learning Management System including explaining new enhancements, etc.
Identify and refer students to Manager and Student Support Advisors for additional support
Things That Should Be in Your Background:
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)
Other Attributes That Will Help You in This Role:
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
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