Student Support Specialist

Western Governors University • Salt Lake, UT

19h • Hybrid

About The Position

The Student Support Specialist plays a vital role in enhancing the educational experience by researching and resolving inquiries and concerns from students and staff in assigned areas. This position collaborates cross-functionally to address questions related to Student Support Services, ensuring timely and accurate information dissemination. Additionally, the specialist identifies opportunities for process improvement, makes actionable recommendations, and actively participates in solution-focused initiatives aimed at enhancing service delivery and overall support for the student community.

The Student Support Specialist plays a vital role in enhancing the student experience by researching, resolving, and responding to student and staff inquiries with clarity, empathy, and professionalism. This role collaborates across teams to ensure accurate information sharing, timely resolution, and continuous improvement of Student Support Services.

Requirements

• Demonstrated proficiency in the knowledge, skills, and abilities of a Student Support Assistant role
• Strong verbal and written communication skills
• Ability to maintain a professional and supportive approach with students and colleagues
• Experience working with systems such as Salesforce, Genesys applications, or similar platforms
• Strong attention to detail and ability to manage multiple priorities in a fast paced environment
• Comfort working under moderate supervision and seeking guidance when needed
• Willingness to support and provide light guidance to new or entry level team members

Nice To Haves

• Associate’s degree in a related field
• Previous customer service or contact center experience

Responsibilities

• Provide tailored support to students and staff across a range of support needs, adapting to changing operational priorities
• Manage student inquiries through email, phone, and other channels with professionalism and empathy
• Resolve student concerns using a strong working knowledge of support systems, often achieving single contact resolution
• Partner with internal teams to address complex cases and improve the overall student experience
• Monitor service performance and address potential service gaps that could impact students
• Document interactions, updates, and outcomes accurately and in alignment with internal protocols
• Identify process improvement opportunities and contribute solution focused recommendations

Benefits

• 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: Associate degree
• Number of Employees: 251-500 employees