eCornell Casual Student Support Agent - Remote

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, leadership, and STEM. 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 part-time 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 person in this role will primarily work a Monday-Friday overnight schedule between 11 PM- 4 AM EST. Must be available for weekends and holidays as needed.

Goals of the Position

• Be an innovative and motivational team member. 

• On a day-to-day basis, provide best-in-class customer service and student support with a focus on student success.

• Participate in ongoing training programs emphasizing our vision for exemplary customer service.

• Achieve and surpass key performance indicators and goals.

To accomplish these goals, you will 

• 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.

• 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, KnowledgeBase, 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

• Use our software -  Salesforce (CRM), Canvas (LMS), Destiny (SIS), Drift, and Slack

• Abide by company policies and procedures.

• Maintain 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 programs.

What we need:

• High School Diploma or equivalent

• Technology savvy: Experience with various CRM, LMS, and SIS software; ability to use Salesforce (CRM), Canvas (LMS), and Destiny (SIS)

• Effectively working directly with students and staff via phone, chat, and email to support internal staff and programs

• Excellence in communication skills, 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.

• Excellent attention to detail

• Must be able to work weekends and holidays

• 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

What we prefer:

• Prior online education and/or higher-ed support and administrative experience. 

• Fluent in Spanish (written and verbal)

• Fluent in ASL

No visa sponsorship or relocation assistance is available for this position.

This is a casual, fixed-term, non-benefits eligible po