Part-time Student Support Coordinator 2U, Inc.
Part time Student Support Coordinator
The Student Services Coordinator is responsible for 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 takes 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 handle the daily tasks that enhance student and faculty experience on the platform. These tasks include:
Time Management Evaluation:
Student Engagement: 25%
Technical Support: 45%
Task Management: 30%
The Coordinator will:
Student Engagement 25%
Conducting Welcome Calls/Office Hours to the students upon their enrollment
Handling incoming communication (emails, cases, and phone queues)
Responsible for tracking all communication with students and faculty on SalesForce
Technical Support 45%
Assist students in troubleshooting basic technical issues in the Learning Management System and Adobe Connect
Work with Technical Support on any escalated student and Faculty issues
Follow up with students or faculty on progress of technical issue
Class Time Monitoring for technical support to ensure student and faculty satisfaction with live classes.
Identify and refer Red Flag students to Manager and Student Support Advisors for additional support
Task Management 30%
Create new LMS accounts for students once enrolled in program
Check incoming and open cases in SF and respond accordingly
Be aware of any ongoing LMS and Adobe issues
Assisting Program Manager in weekly projects
Completing Shift Responsibility report and checking Intranet for daily tasks and updates.
Education and Professional Experience:
Minimum 1 year experience working in a service-oriented, customer support, technical support or related field.
Bachelor's Degree required
Strong customer service background required. Experience providing service in a collegiate, university or online environment a strong plus
Strong background in technology, specifically online learning technology
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 build and support programs of quality and scale.
?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 (www.2U.com/partners).
And if you?re ready to help our team (www.2U.com/team) build the next great movement in higher education, consider joining us (www.2U.com/careers).
Why It?s Great to Join Our Team
There are plenty of reasons, but here are a few:
Benefits ? at 2U we offer a great benefits package including medical, dental, vision, life insurance, disability and 401k. We also offer paid time off and company holidays. That?s not all! Employees receive a 100% paid tuition benefit for themselves, their spouse and their legal dependants.
Our Culture ? We are a highly energetic, innovative start-up company with room to grow. We don?t take ourselves too seriously, and strive to maintain a casual, professional and highly productive work environment for our team. 2U employees enjoy many perks, including the ability to wear jeans to work every day.
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 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?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.
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