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 and/or marginalized identities to apply.
Cornell requires that all faculty and staff members, regardless of their work location, disclose their vaccination status, and provide proof of vaccination if vaccinated, immediately upon hire.
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.
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 premier 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 evening and weekend support; this role will be assigned a schedule to include evenings and 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.
Excellent time management, prioritization, and delegation skills with a keen attention to detail; ability to multitask in a fast-paced environment.
Ability to work evenings and 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 prefer:
1+ years 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. https://hr.cornell.edu/benefits-pay
**No VISA sponsorship or relocation assistance is available for this position.**
This position is remote, which means you can be located anywhere within the U.S.
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.
University Job Title:
IT Support Assistant IIJob Family:
Information TechnologyLevel:
CPay Rate Type:
HourlyCompany:
EndowedContact Name:
Radhika KhatkhateNumber of Openings:
1Job Titles and Pay Ranges:
To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator . The final 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.
Current Employees:
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.
Employment Assistance:
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 [email protected] .
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.
EEO Statement:
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.
2021-09-14-07:00
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 and/or marginalized identities to apply.
Cornell requires that all faculty and staff members, regardless of their work location, disclose their vaccination status, and provide proof of vaccination if vaccinated, immediately upon hire.
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.
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 premier 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 evening and weekend support; this role will be assigned a schedule to include evenings and 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.
Excellent time management, prioritization, and delegation skills with a keen attention to detail; ability to multitask in a fast-paced environment.
Ability to work evenings and 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 prefer:
1+ years 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. https://hr.cornell.edu/benefits-pay
**No VISA sponsorship or relocation assistance is available for this position.**
This position is remote, which means you can be located anywhere within the U.S.
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.
University Job Title:
IT Support Assistant IIJob Family:
Information TechnologyLevel:
CPay Rate Type:
HourlyCompany:
EndowedContact Name:
Radhika KhatkhateNumber of Openings:
1Job Titles and Pay Ranges:
To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator . The final 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.
Current Employees:
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.
Employment Assistance:
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 [email protected] .
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.
EEO Statement:
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.
2021-09-14-07:00