eCornell Casual Student Support Agent - Remote
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About The Position
As a part-time Student Support Agent at eCornell, you will play a crucial role in ensuring that students have a positive experience and are successful in their online courses and programs. Reporting directly to the Student Support Manager, you will collaborate with various teams within eCornell to provide best-in-class customer service and support. Your primary focus will be on student success, and you will participate in ongoing training programs that emphasize the vision for exemplary customer service. This position requires you to maintain acceptable service level minimums for all student support metrics, including phone NPS, inbound call answer rates, chat answer rates, and timely responses to student inquiries. On a daily basis, you will assist students through multiple communication channels, including phone, chat, email, and ticketing systems. You will be responsible for resolving technical issues related to student records, enrollment, course access, and certificate completions. Additionally, you will research questions using available resources and advise students on appropriate actions regarding course completion and scheduling. Your role will also involve determining when to escalate issues to management and informing them of persistent problems. You will need to maintain full knowledge of all partnerships, programs, and marketing materials to provide accurate support to student inquiries. This position requires a high school diploma or equivalent, along with technology proficiency in various CRM, LMS, and SIS software, particularly Salesforce, Canvas, and Destiny. You will need to demonstrate excellent communication skills, both written and verbal, and the ability to multitask in a fast-paced environment. Attention to detail, time management, and the ability to adapt to challenges are essential for success in this role. Fluency in Spanish is also required, while prior experience in online education support is preferred.
