2U is Hiring a Live Session Support in Cape Town

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:

The Live Session Support will be responsible for supporting faculty and students in utilizing classroom technology effectively and troubleshooting technical questions during virtual live sessions, as well as making detailed observations of what happens during a virtual live session to inform stakeholders of teaching and technical effectiveness. This position involves high-quality support, technical troubleshooting, assessing effective teaching, and training for our faculty. This position requires an individual who is customer-focused and tech savvy; understands adult learning strategies; is comfortable with online technologies such as Zoom and learning management systems, and is great at explaining difficult concepts in a concise format

Responsibilities Include, But Are Not Limited To:

• Provide exceptional service and support to faculty and students during live classroom sessions. This includes addressing technical issues as well as providing recommendations and feedback on improving the faculty member’s competency and confidence to teach online
• Effectively train and coach faculty from 2U’s partner programs on how to effectively provide engaging student experiences via 2U’s digital learning platforms
• Collaborate on various projects to improve the faculty experience and team operations

Things That Should Be In Your Background:

• Tertiary Qualification advantageous 
• A minimum of 1 year experience in a service-oriented, customer support or related role
• Demonstrated passion for customer service in the interests of the business and customer
• Excellent command of the English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement 
• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally;
• Ability to simply convey concepts, principles and procedures via multiple channels
• Technical proficiency in working on different systems (training will be provided)

Working Conditions:

• 2U is a fast-paced, high-pressure environment and you will be expected to keep up (while getting the necessary level of support). You are expected to be proactive, self-directing and to speak up when you need additional support
• Teamwork is critical to achieving success in this role. You will need to establish strong relationships with peers and leaders in presentation and production teams
• We don’t micromanage. So, you have to diagnose problems and brainstorm solutions without any prompt and manage up appropriately
• Things change all the time. 2U is a very dynamic environment which means that you will need the ability to adapt to change quickly
• Being truly customer-centric starts with the recognition that a business exists to serve its customers. Without them, our business doesn’t exist. This requires a unique mix of servant leadership and empathy as we work to understand customers who each have a unique background and context
• A focus on self-development is critical to achieving success in this role. You will need to be invested in growth and look to jointly share and contribute to a feedback rich culture
• You may be required to work outside of normal South African working hours (8 AM – 5 PM), a reliable form of transport is essential

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include: 

• 2 complimentary Getsmarter short courses per year
• Subsidised medical aid with Discovery Health Medical Scheme
• 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 organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.