Manager, Online Technical Support - Evening
Company: 2U
Location: Somerville
Posted on: June 17, 2022
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Job Description:
What We're Looking For:The Manager of Online Technical Support
is a critical member of the Online Technical Support leadership
team and part of 2U's Solution Center team. This position is
responsible for co-leading the Online Technical Support Team
consisting of both Full and Part-time staff, providing Tier 1 top
technical customer support to students and faculty via the phone,
email, chat.This position will be responsible for both developing
and executing a scalable growth plan, which includes the hiring,
training, and development of technical customer support
representatives, scalable systems and processes for the department.
Individuals in this role will collaborate with other internal
support teams to ensure a consistent support experience. The
Manager has responsibility for managing overall contact channels
and internal systems on a department-wide basis. The successful
manager will seek and apply knowledge of the most current
technology, serve as a liaison to both internal and external
customers, and lead and participate in special projects as assigned
by leadership.Schedule: Tuesday - Saturday 5:00pm-1:30am
ESTResponsibilities Include, But Are Not Limited To:People
Management and Staff Development
Effectively manage direct reports, including hiring, onboarding,
and developing team members for professional growth and to achieve
team goals and metrics.Set clear performance expectations and
provide regular feedback. Address any performance concerns
proactively and maintain detailed documentation.Engage comfortably
in difficult performance feedback conversations, understanding the
overall impact to the team's performance.Proactively coach and
mentor team members to reach goals while maintaining a positive
working environment.Consistently prioritize direct reports'
development through both formal and informal one-on-one career
conversations, ensuring understanding of personal and professional
career aspirations of each direct report.Operations Management
Manage day-to-day operations including managing scheduling,
attendance, workflow management, and delegation of
responsibilities.Monitor and assess staff to ensure a quality and
accuracy of work and report workflow issues and trends to broader
team and leadership.Use efficient organizational systems to track
direct reports' work, measure outcomes, and hold them accountable
for meeting individual metrics and deadlines.Identify and implement
data-driven initiatives and enhanced processes to increase team
efficiency and customer satisfaction. Ensure all client concerns
are addressed in a timely manner, including the following: events,
ticketing issues, requests, questions, and training opportunities;
handle escalations as needed.Cross-functional Collaboration
Collaborate with Online Technical Support leadership team to
establish strategic goals and prioritize initiatives. Liaise with
cross-functional internal stakeholdersAddress questions and
escalated issues from team members, internal teams, and partners to
ensure appropriate resolution and communication.Proactively
communicate with leadership, team members, and relevant
stakeholders to ensure alignment and shared vision.Things That
Should Be In Your Background:Bachelor's degree required.5 years of
leadership experience in a technical/contact center environment is
required.Experience in management of a large, geographically
diversified team is highly desirable.Experience with implementing &
providing service to multiple clients with phone, email, chat, &
self-help channels is required.Experience with a shared-services
resource model is highly desirable.Excellent computer and software
skills (Salesforce, Microsoft Office, Google Docs is
required.Strong current Mac & Windows knowledge is
requiredEffective data analysis and interpretation skillsStrong
attention to detail, decision making, and problem solving
skillsEffective mentoring and coaching skillsAbility to motivate a
team to achieve defined results, and exceed goals and
objectivesAbout 2U Inc. (NASDAQ: TWOU)2U is comprised of 3 lines of
business: Graduate Degree Programs, Short Course, and Boot Camps.
Going beyond traditional learning management systems, we use tech,
people, and data to help top universities and enterprise
organizations transform in the digital era-and eliminate the back
row in higher ed. We support lifelong learning which means thinking
beyond a single degree. It means finding ways for students to gain
the skills they need to change careers, evolve their expertise, and
meet the challenges of the changing world head-on. We help our
partners fill those needs-developing new digital education
technologies and offerings capable of supporting students at
different points in their lives. Whether they need a simple
refresher, to learn something new, or to change their career
trajectories completely, our partners are there to help them
succeed. Together with our partners, 2U has positively transformed
the lives of more than 275,000 students and lifelong learners. 2U
Diversity and Inclusion StatementAt 2U, we are committed to
creating and sustaining a culture that embodies diverse walks of
life, ideas, genders, ages, races, cultures, sexual orientations,
abilities and other unique qualities of our employees. We strive to
offer a workplace where every employee feels empowered by the ways
in which we are different, as well as the ways in which we are the
same. Benefits & CultureWorking at 2U means working with
individuals that are passionate and mission driven. We collaborate
on tough problems to deliver the best outcomes for our partners,
students, and each other. You will find team members working
together in our open office spaces, gathered in the kitchen
grabbing a snack, or taking a break in our game rooms.2U offers a
comprehensive benefits package:Medical, dental, and vision
coverageLife insurance, disability and 401(k)Unlimited snacks and
drinksGenerous paid leave policies including unlimited
PTOAdditional time off benefits include: volunteer days, parental
leave, and a company-wide winter breakIn Colorado, the anticipated
base salary for this role is$69,000 with potential bonus. Note: The
final compensation for this position may consider factors including
the geographic location where the work is performed (candidate's
assigned office) and prior work experience of the candidate.To
learn more, visit 2U.com. #NoBackRowNote: 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. 2U's equal opportunity policy applies to all terms and
conditions of employment, including but not limited to recruiting,
hiring, training, promotion, job benefits and pay.
Keywords: 2U, Somerville , Manager, Online Technical Support - Evening, IT / Software / Systems , Somerville, Massachusetts
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