eCornell Casual Online Learning Technical 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 Online Learning Technical Support Agent, you will directly report to a Student Support Lead. 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 by providing technical support and excellent customer service. 

Schedule:

Must be available for either an 11 AM-3 PM OR 3-7 PM EST Monday, Wednesday, Friday shift for a total of 12 hours per week with the ability to increase hours during peak times and holidays.

Goals of the Position

• Maintain a positive, friendly, and supportive demeanor in all student interactions, ensuring a professional and welcoming experience

• Be an innovative and motivational team member. 

• Provide best-in-class technical assistance and troubleshooting services, focusing on prompt issue resolution and student satisfaction

• 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 

• Demonstrated ability to prioritize phone support while efficiently managing other tasks, ensuring prompt and professional responses to incoming calls

• Maintain acceptable service levels for all student support metrics, including:

  • Over 60 phone NPS

  • Over 80% inbound call answer rate

  • 4-6 cases per hour minimum

  • 4.8+ CSAT Rating

• Assist in providing a positive and seamless student experience.

• Support students via multiple modes (phone, chat, email, and ticketing).

• Resolve technical issues related to student records, enrollment, course access, course completion, and more.

• Research questions using available resources, including support team members, KnowledgeBase, and internet queries.

• Advise students on appropriate actions related to course completion, enrollment, and scheduling.

• Identify when to escalate issues to management and communicate persistent issues.

• Utilize software such as Salesforce (CRM), Canvas (LMS), Destiny (SIS), Drift, and Slack.

• Abide by company policies and procedures.

• Maintain full knowledge of all partnerships, programs, and marketing materials to provide on-demand answers to student inquiries.

• Build rapport and assist students in course navigation according to certificate tracks 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 task switch

• Excellent time management, prioritization, and delegation skills.

• Excellent attention to detail

• Must be able to work weekends and holidays as needed

• 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:

• Strongly prefer Spanish fluency(written and verba