Student Support Specialist

WGU; Salt Lake City (UT); Remote; USD 29,000 - 41,000; Full time

Benefits offered by this job

Bonuses

Health insurance

Tuition discount

PTO & holidays

Retirement plan

Job summary

Western Governors University is seeking a remote Customer Support professional to provide tailored assistance to students and staff. You will handle inquiries via email and phone, document interactions, and escalate complex issues as needed.

The role operates Monday–Friday, 8:00 AM–5:00 PM Mountain Time from a home office. Ideal candidates have 1+ year of customer service, strong communication, and multitasking skills.

Qualifications

• Excellent verbal and written communication skills.
• Detail-oriented with strong multitasking abilities.
• Strong problem-solving and critical thinking skills.
• Professional demeanor with customer-service mindset.

Responsibilities

• Provides tailored assistance to students and staff across varying skill levels.
• Manages student inquiries via email, phone, and other 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.

Skills

Communication

Multitasking

Problem solving

Professionalism

Education

High School diploma or equivalent

Job description

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.

Pay Range: $20.96 - $30.43

What You’ll Do:

• Provides tailored assistance to students and staff across varying skill levels.
• Manages student inquiries via email, phone, and other 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 Schedule/Environment:

• Schedule: Monday through Friday, 8:00 AM – 5:00 PM Mountain Time.
• Environment: This is a home office role centered on live support. You will spend your day managing real-time interactions through a phone queue and responding to email cases.

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):

Education:

• High School diploma or equivalent

Experience:

• 1+ years of customer service or contact center experience

Experience in lieu of education:

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Bonus Points For (Preferred Qualifications)

• Associate’s degree
• 2+ years of Student Support experience
• Previous experience with a contact center

Visa Sponsorship:

While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

Travel

This position requires occasional travel of up to 20%, 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.

Additional Information

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.

• Disclaimer: 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 [e-mail].
• Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.