Student Support Specialist

Job Description 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.

What You'll Do: Provides tailored assistance to students and staff across varying skill levels. Manages student inquiries through a high-volume phone queue, as well as email and other communication channels.

Resolves concerns using internal systems such as Salesforce and Genesys. Collaborates with internal teams and escalates complex cases when necessary.

Logs and documents interactions accurately. This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities.

The contents of this document or related job requirements may change at any time with or without notice. Work Location: This is a full-time, in-office position requiring five days per week in our Salt Lake City, Utah office, designed to foster the collaboration and connection that fuel our best work.

Schedule: This department operates Monday-Friday, 6:00 a.m.-6:00 p.m. MT, and Saturday-Sunday, 10:00 a.m.-7:00 p.m. MT.

This position requires a five-day workweek that includes weekend coverage.

Knowledge, Skills, and Abilities You'll Need to Be Successful: Strong verbal, written, and presentation communication skills. Professional demeanor.

Detail-oriented with strong multitasking capabilities. Strong problem-solving and critical thinking skills. What You'll Bring (Minimum Requirements): High School diploma or equivalent 1+ years of customer service or contact center experience Bonus Points For (Preferred Qualifications): Associate's degree 2+ years of Student Support experience Travel This position requires occasional travel of up to 10%, including required attendance at designated company summits (typically one to two per year).

Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Visa Sponsorship: While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role. #LI-BS1 Position & Application Details Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for 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; and 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, and other paid leaves, including up to 12 weeks of parental leave.

Additional Information Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

In 1997, a coalition of 19 U.S. governors founded Western Governors University with a singular vision: to make higher education more accessible by offering full degree programs online.

Starting small, we quickly expanded. Today, we're one of the largest accredited online universities in the U.S. Click on the links below to learn more: Enrollment Counselor Evaluator Field Experience Roles (Part-time & Intermittent) Program Mentor Service Desk Technician Mexico Team