eCornell Casual Student Support Agent – Remot

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 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. The pay range is 20-21$/hr.

This message applies to newly hired Cornell employees working outside New York State (NYS), as well as employees who continue working remotely from home outside NYS due to the ongoing COVID-19 pandemic, whether from home or in an office, temporarily or permanently, on a part-time or full-time basis.

NYS income tax withholding laws have not changed due to COVID-19, and, as a result, employees who live outside of NYS and have been taxed in NYS as their primary work state will continue to be subject to NYS withholding requirements, whether or not they are now working remotely outside NYS.

Under New York’s convenience of the employer rule (PDF), Cornell is required to withhold NYS income tax from all wages paid to employees working from home outside of the state for the employee’s convenience.

Remote work is excluded from the NYS withholding requirement only if the employee is required to work from home in a location outside NY as a condition of employment for Cornell’s convenience, and the employee has completed the NYS Remote Worker Checklist (PDF).

Since state income tax laws can vary by state, if you are working remotely outside NYS or relocate to another state, even temporarily, consult a tax advisor to determine additional state or local tax liability for days worked in that location. 

If you need to update your tax withholding options or add a state for additional withholding, you can do so in Workday. Instructions are available in this document (PDF).

Familiarize yourself with Cornell’s COVID-19 workplace guidance as well as the university’s COVID-19 services and information.

University Job Title:Temporary Administrative Assistant

Job Family:Temporary Administration

Level:No Grade – Hourly

Pay Rate Type:Hourly

Pay Range:Refer to Posting Language

Remote Option Availability: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

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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.2024-09-03