eCornell Student Support Agent - Remote at Cornell University in Charlotte, North Carolina

Posted in Other 30 days ago.

Job Description:

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.

eCornell 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 identities to 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 identities to apply.

The department of Program Delivery is searching for a hard-working and motivated individual to join their team as a Student Support Agent! In this role, you will directly report to the Student Support Manager as you 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 is 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.

In order to be successful in this role, 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.

  • Support students via multiple modes of communication (phone, chat, email and ticketing from students or staff) to:

    • 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 management level for assistance.

  • Inform management of persistent and recurring issues.

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

  • Act as our weekend support; this role will be assigned a schedule to include weekends.

  • 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.

What we need:

  • 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.

  • Must be able to work weekends.

  • 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.

Additionally, we would prefer:

  • 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.

What we offer YOU:

  • The opportunity to work with a dynamic group of people in a high-growth organization where employee development is promoted.

  • A broad set of competitive benefits under the Endowed program, including educational opportunities, access to virtual wellness programs, health care options, 3 weeks of paid vacation, 13 paid holidays, and superior retirement contributions.

**No VISA sponsorship or relocation assistance is available for this position.**

University Job Title:

IT Support Assistant II



Pay Rate Type:




Contact Name:

Carol Graubard

Number of Openings:


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