eCornell Student Support Agent (Remote)

eCornell Student Support Agent (Remote)

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Department and Position Summary 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.

Remote position
This position is based in Ithaca, New York, however, the successful applicant may perform this role remotely anywhere within the United States.
The New York Convenience of employer guidelines require New York State individual tax reporting and withholdings for this position. Additional individual state income tax filings may also be required if working temporarily outside New York State.
The pay range is $23-25.50/hr
What you will do:

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 management level for assistance
Inform management of persistent and recurring issues
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 assist students in course selection in accordance with certificate tracks and/or specified degree program

What you will 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 standard office hours with availability for nights and weekends 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
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

What we offer:

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. https://hr.cornell.edu/benefits-pay
? *No VISA sponsorship is available for this position.**

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: $22.43 - $24.79
Remote Option Availability: Fully Remote
Company:
Contact Name: Kayla Bradley

Job Titles and Pay Ranges:

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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)

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Diversity and Inclusion are a part of Cornell University?s heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual?s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We encourage individuals from underrepresented and/or marginalized identities to apply. 2024-04-01

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