Remote Student Support Specialist - Help Learners Thrive

Western Governors University; United States; Remote; USD 60,004,000 - 87,194,000; Full time

Job summary

Western Governors University is seeking a Student Support Specialist to enhance the educational experience by researching and resolving inquiries from students and staff in assigned areas. This role collaborates cross-functionally to provide timely, accurate information and identifies opportunities for process improvements.

You will handle inquiries via email, phone, and other channels, use Salesforce and Genesys, and work with internal teams to escalate complex cases.

Qualifications

• Education: High School diploma or equivalent.
• Experience: 1+ years of customer service or contact center experience.
• Experience in lieu of education may substitute for degree requirements.

Responsibilities

• Provides tailored assistance to students and staff across varying skill levels.
• Manages student inquiries via email, phone, and other channels.
• Resolves concerns using Salesforce and Genesys.
• Collaborates with internal teams and escalates complex cases when necessary.
• Logs and documents interactions accurately.

Skills

Verbal communication

Written communication

Presentation skills

Professional demeanor

Detail oriented

Multitasking

Problem solving

Critical thinking

Customer service experience

Education

High school diploma or equivalent

Associate’s degree

Tools

Salesforce

Genesys

Job description

Western Governors University is seeking a Student Support Specialist to enhance the educational experience by researching and resolving inquiries from students and staff in assigned areas. This role collaborates cross-functionally to provide timely, accurate information and identifies opportunities for process improvements.

You will handle inquiries via email, phone, and other channels, use Salesforce and Genesys, and work with internal teams to escalate complex cases.