Note: The job is a remote job and is open to candidates in USA. Western Governors University is committed to expanding access to higher education through innovative online programs. They are seeking a Student Support Assistant responsible for providing essential support services to students and staff, ensuring high levels of satisfaction and effective communication.
Responsibilities
- Assists both students and staff in building essential Student Support Services skills. Tailors training and support to address specific operational needs, ensuring foundational skills are established and maintained
- Handles both inbound and outbound calls with professionalism, aiming to effectively address and resolve student inquiries to enhance the student experience
- Conducts detailed initial assessments of student issues, utilizing comprehensive knowledge of platforms and support systems to achieve a high standard of service and, whenever possible, resolve concerns in a single interaction
- Works collaboratively with internal teams to deliver a cohesive and effective support experience. Coordinates and, when necessary, escalates cases to the appropriate departments to ensure the highest levels of student satisfaction
- Monitors for potential service lapses that could affect students and takes proactive steps to address and resolve these issues, reinforcing a seamless support experience
- Upholds all company and departmental policies with a strong focus on attendance, punctuality, performance benchmarks, and maintaining the confidentiality of sensitive student and staff information
- Complies with departmental standards for documentation, ensuring that all processes, procedures, and student communications are accurately recorded and maintained in a timely manner
- Performs other job-related duties as assigned
Skills
- Ability to learn and navigate different technological platforms
- Proficient use and operation of personal computers and associated standard software, including Microsoft Office Suite
- Ability to keep a professional attitude with staff and students
- Able to accept and implement feedback from QA Coaching and in Supervisor one on one settings
- Ability to work in a dynamic and flexible environment
- Strong analytical skills balanced with effective communication and excellent customer service skills
- Strong verbal and written communication skills
- Accomplish tasks by following a defined standard or set of procedures to achieve day to day objectives
- Ability to stay current with updates in a rapidly changing environment
- Willingness to learn and grow
- High School diploma or equivalent
- 1 or more years of related experience
- Some college experience
- 1 or more years of customer services or contact center experience
Benefits
- 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
- 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
- Other paid leaves, including up to 12 weeks of parental leave
Company Overview
Western Governors University focuses on improving lives by creating pathways to opportunity for its students. It was founded in 1997, and is headquartered in Salt Lake City, Utah, USA, with a workforce of 5001-10000 employees. Its website is http://www.wgu.edu/.Company H1B Sponsorship
Western Governors University has a track record of offering H1B sponsorships, with 6 in 2025, 4 in 2024, 12 in 2023, 30 in 2022, 17 in 2021, 37 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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