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 may need to be able to work weekends.
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 management level for assistance
Inform management of persistent and recurring issues
Use our software - Salesforce (CRM), Canvas (LMS), Destiny (SIS), Drift, and Slack
Be our weekend support
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.
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 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
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
Fluent in Spanish (written and verbal)
What we prefer:
Prior online education and/or higher-ed support and administrative experience.
No visa sponsorship or relocation assistance is available for this position.
This is a casual, fixed term, non-benefits eligible position with 19 hours of scheduled work per week on average. Please note that this position will require you to have your own computer (preferably a Mac) with a strong connection to the internet. The tools required to do this job are all web based and will be provided upon hire.
University Job Title:
Temp Serv Prof
No Grade - Hourly
Pay Rate Type:
Number of Openings:
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.
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 Department of Inclusion and Workforce Diversity at voice (607) 255-3976, fax (607) 255-7481, or email at firstname.lastname@example.org.
For general questions about the position or the application process, please contact the Recruiter listed in the job posting.
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.
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.
Internal Number: WDR-00024102
About Cornell University
In 1865, Ezra Cornell founded an institution "where any person can find instruction in any study." From the beginning, all students were welcome, regardless of race, gender, ideology, or socioeconomic status. Today, we invite you to join our talented and diverse students and accessible faculty who, together, form a living and learning community unmatched in its breadth of opportunities.Cornell University's college, schools, and other academic units offer more than 4,000 courses, 70 undergraduate majors, 93 graduate fields of study, undergraduate and advanced degrees, and continuing education and outreach programs.