eCornell Student Support Agent (Remote)

 

eCornell Student Support Agent (Remote)

APPLY

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty and staff of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.

As Cornell University’s online learning unit, eCornell delivers online professional certificate courses to individuals and organizations around the world. Courses are personally developed by Cornell faculty with expertise in a wide range of topics, including data analytics, management, marketing, human resources, and leadership. Students learn in an interactive, small cohort format to gain skills they can immediately apply in their organizations while earning a professional certificate from Cornell University. eCornell has offered online learning courses and certificate programs for 15 years to over 130,000 students at more than 2,000 companies.

As a Student Support Agent, you will directly report to the Student Support Manager. You will collaborate with multiple eCornell teams to help ensure our students have a positive experience and are successful in the eCornell courses and programs. The Student Support Agent will be an innovative and motivated team member, ready to jump in. On a day-to-day basis, you will provide best-in-class customer service and student support with student success being a top priority. You will have performance indicators and goals, which we expect you to achieve and eventually also surpass. This role will participate in ongoing training programs emphasizing our vision for exemplary customer service.

Goals of the Position:

• Maintain acceptable service level minimums for all student support metrics: over 60 phone NPS, over 80% inbound call answer rate, over 90% chat answer rate, under 4 - 8 hour time to first response on tickets and 12 hours or less to resolution on tickets.
• Provide a positive and seamless student experience.
• Support students via multiple modes of communication (phone, chat, email and ticketing from students or staff)
• Effortlessly use our software -Salesforce (CRM), Canvas (LMS), Destiny (SIS), Drift, and Slack

To accomplish these goals, you will:

• Assist with providing a positive and seamless student experience.
• Work in a capacity supporting students via multiple modes (via phone, chat, email, and ticketing from students or staff.
  • Resolve technical issues pertaining to the software used to support student records, enrollment, course access, course completion, course completion letters, certificate completions, student records, etc
  • Research questions using available resources (includes support team members, other eCornell staff, Knowledge Base, internet queries, etc)
  • Advise students of appropriate action as it relates to course completion, enrollment, scheduling, etc.
• Determine when to escalate issues to the management level for assistance
• Inform management of persistent and recurring issues
• Work designated hours - may vary due to ticket volume, or needing to cover for team members being out of office (occasional nights and weekends will be required)
• Abide by company policies and procedures
• Maintain a full knowledge of all partnerships, programs and marketing material to provide on-demand answers and support to all student inquiries
• Build a rapport and provide assistance to students in course selection in accordance with certificate tracks and/or specified degree program

**No VISA sponsorship is available for this position.**

Required Qualifications:

• High School Diploma with up to two years of relevant work experience, or equivalent combination of education and experience
• Technology savvy: Experience with various CRM, LMS and SIS software; ability to use Salesforce (CRM), Canvas (LMS), and Destiny (SIS)
• Ability to work effectively with students and staff via phone, chat, and email to provide support
• Excellent English language communication skills, both written and verbal
• Ability to quickly learn new instructional technology tools and applications
• Ability to multitask in a fast-paced environment
• Excellent time management, prioritization, and delegation skills with a keen attention to detail.
• Demonstrated ability to adapt to challenges, maintain a flexible approach and grow within a role.
• Ability to effectively and thoroughly research accrediting body recertification requirements
• Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.

Preferred Qualifications:

• 1+ year experience working in a student support role utilizing multiple modes of communication (via phone, chat, email and ticketing from students or staff)
• Prior online education and/or higher-ed support and administrative experience
• Fluency in Spanish language communication, both written and verbal

Familiarize yourself with Cornell's COVID-19 workplace guidance as well as the university's COVID-19 services and information.

University Job Title:

IT Support Assistant II

Job Family:

Information Technology

Level:

C

Pay Rate Type:

Hourly

Pay Range:

$21.42 - $24.90

Remote Option Availability:

Fully Remote

Company:

Endowed

Contact Name:

Kayla Bradley

Number of Openings:

1

Job Titles and Pay Ranges:

Non-Union Positions

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:

• Prior relevant work or industry experience

• Education level to the extent education is relevant to the position

• Unique applicable skills

• Academic Discipline (faculty pay ranges reflects 9-month annual salary)

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator.

Union Positions

The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell’s union wages, see Union Pay Rates.

Current Employees:

If you currently work at Cornell University, please exit this website and log in to Workday using your Net ID and password. Select the Career icon on your Home dashboard to view jobs at Cornell.

Online Submission Guidelines:

Most positions at Cornell will require you to apply online and submit both a resume/CV and cover letter. You can upload documents either by “dragging and dropping” them into the dropbox or by using the “upload” icon on the application page. For more detailed instructions on how to apply to a job at Cornell, visit How We Hire on the HR website.

Employment Assistance:

For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email mycareer@cornell.edu.

If you require an accommodation for a disability in order to complete an employment application or to participate in the recruiting process, you are encouraged to contact Cornell University's Office of Institutional Equity and Title IX at voice (607) 255-2242, or email at equity@cornell.edu.

Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also visit the office of Workforce Recruitment and Retention Monday - Friday between the hours of 8:30 a.m. – 4:30 p.m. to use a dedicated workstation to complete an online application.

Notice to Applicants:

Please read the required Notice to Applicants statement by clicking here. This notice contains important information about applying for a position at Cornell as well as some of your rights and responsibilities as an applicant.

EEO Statement:

Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university's mission of teaching, discovery, and engagement.

2023-05-04