Live Session Support
Live Session Support
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1 Vacancy
Job Description
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 worldclass digital education at scale. As the parent company of edX the worlds leading online learning platform 2U powers more than 4000 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 Were 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 highquality support technical troubleshooting assessing effective teaching and training for our faculty. This position requires an individual who is customerfocused 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 members competency and confidence to teach online
- Effectively train and coach faculty from 2Us partner programs on how to effectively provide engaging student experiences via 2Us 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 serviceoriented 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 fastpaced highpressure environment and you will be expected to keep up (while getting the necessary level of support). You are expected to be proactive selfdirecting 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 dont 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 customercentric starts with the recognition that a business exists to serve its customers. Without them our business doesnt 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 selfdevelopment 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 youre excited by the opportunity to provide over 40 million learners and counting with access to worldclass 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.
Fulltime 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 nonprofit organization study leave sports leave and a companywide 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 weve 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.
2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations please reach out to us at:.
About 2U Inc. (NASDAQ: TWOU)
For more than a decade 2U Inc. has been the digital transformation partner of choice to great nonprofit colleges and universities delivering highquality 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 worldclass education in partnership with more than 230 colleges universities and corporations. Our people and technology are powering more than 4000 digital education offerings from free courses to full degrees and helping unlock human potential. To learn more: visit 2U.
About edX
edX is the education movement for restless learners and a leading global online learning platform from 2U Inc. (Nasdaq: TWOU). Together with the majority of the worlds topranked universities and industryleading companies we bring our community of over 45 million learners worldclass education to support them at every stage of their lives and careers from free courses to full degrees. And were not stopping there were relentlessly pursuing our vision of a world where every learner can access education to unlock their potential without the barriers of cost or location. Learn more at edX.
Learn more at https://2u/careers/
#NoBackRow
The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position and 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 gender identity pregnancy national origin age marital status disability citizenship military or veterans status or any other classifications protected by applicable federal state or local laws. 2Us equal opportunity policy applies to all terms and conditions of employment including but not limited to recruiting hiring training promotion job benefits and pay.
2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national along with an updated curriculum vitae.
Employment Type
Full Time
