Student Support Specialist

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 salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:  Grade: Services 205Pay Range: $20.33 - $29.51Job DescriptionThe 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. INTERNAL APPLICANTS MUST APPLY BY 5:27:26Student Support Specialist 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.What You’ll DoProvide tailored support to students and staff across a range of support needs, adapting to changing operational prioritiesManage student inquiries through email, phone, and other channels with professionalism and empathyResolve student concerns using a strong working knowledge of support systems, often achieving single contact resolutionPartner with internal teams to address complex cases and improve the overall student experienceMonitor service performance and address potential service gaps that could impact studentsDocument interactions, updates, and outcomes accurately and in alignment with internal protocolsIdentify process improvement opportunities and contribute solution focused recommendationsWhat You’ll BringDemonstrated proficiency in the knowledge, skills, and abilities of a Student Support Assistant roleStrong verbal and written communication skillsAbility to maintain a professional and supportive approach with students and colleaguesExperience working with systems such as Salesforce, Genesys applications, or similar platformsStrong attention to detail and ability to manage multiple priorities in a fast paced environmentComfort working under moderate supervision and seeking guidance when neededWillingness to support and provide light guidance to new or entry level team membersBonus PointsAssociate’s degree in a related fieldPrevious customer service or contact center experience What to ExpectAt WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration.We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.Interview StepsIntroductory callHiring manager interviewWork LocationThis is a full-time, hybrid role based in our Salt Lake City, Utah office.Position & Application DetailsFull-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.How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.Additional InformationDisclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.