Job: Session Support Coordinator

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Job Title Session Support Coordinator
Category Customer Service, Technology & Web
Job Information

As a Session Support Coordinator you will  be responsible for managing and supporting the student experience  by providing proactive, comprehensive and exceptional customer service.

You will work about 12-18 hours per week, openings available for both strictly business hours with optional weekends as well as weekday nights and weekends.

You 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 Director 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 Director and Student Support Advisors for additional support
Requirements:
  • 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)

 

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