Student Support Assistant

Western Governors University • Salt Lake City, UT

4d • Onsite

About The Position

A Student Support Assistant is a supporting individual contributor that can answer general support interactions from the student throughout the student lifecycle. This individual will demonstrate competencies while performing a variety of routine or standardized tasks, of limited scope. Scope of work requires cross-functional coordination and/or collaboration with staff alongside on-the-job training within Student Support Services. The Student Support Assistant applies the organization's leadership principles and cultural beliefs, while understanding policies, practices, and procedures in the course of work to analyze and resolve student issues. This role work directly impacts team objectives and contributes collectively to our service line goals. Daily tasks and work affect our student experience and their path of academic success.

Requirements

• High school diploma or equivalent
• 1+ year of customer service or related experience
• Strong communication skills, both written and verbal
• Ability to navigate multiple systems and learn new technology quickly
• A professional, student-first mindset
• Strong problem-solving and analytical skills
• Ability to follow structured processes while adapting to a dynamic environment
• Openness to feedback and continuous improvement

Nice To Haves

• Some college coursework
• Experience in a contact center or high-volume support environment

Responsibilities

• Serve as a primary point of contact for students through inbound and outbound communication
• Provide timely, accurate, and empathetic support to resolve student questions and concerns
• Conduct initial assessments of student issues and work toward first-contact resolution whenever possible
• Partner with internal teams to coordinate support and escalate cases when needed
• Identify potential service gaps and take proactive steps to improve the student experience
• Maintain accurate documentation of all student interactions and case details
• Follow established processes, policies, and performance expectations
• Support team objectives and contribute to a high-quality, consistent support experience

Benefits

• bonuses
• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual
• flexible paid sick time with no need for accrual
• 11 paid holidays
• other paid leaves, including up to 12 weeks of parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED