Student Support Specialist

Western Governors University•Salt Lake City, UT

1d•Hybrid

About The Position

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. 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