Fast Facts

The Student Support Assistant role at WGU involves providing essential support to students throughout their academic journey by handling inquiries, conducting assessments, and collaborating with internal teams to ensure a positive student experience.

Responsibilities: Key responsibilities include assisting students with inquiries, conducting initial assessments, coordinating support with internal teams, and maintaining documentation of student interactions.

Skills: Candidates should possess strong communication skills, analytical abilities, and proficiency in Microsoft Office Suite, along with a professional attitude and adaptability to a dynamic work environment.

Qualifications: Preferred candidates will have some college experience and a minimum of 1 year of customer service or contact center experience.

Location: This position is based out of the Phoenix office in the USA, requiring in-office work during evening shifts from Monday to Thursday, with remote work on weekends.

Compensation: $17 - $25 / Hourly

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 203Pay Range: $17.35 - $25.19

Job Description

A Student Support Assistant is a supporting individual contributor that can answer general support interactions from the student throughout the student lifecycle. This individual will demonstrate competencies while performing a variety of routine or standardized tasks, of limited scope. Scope of work requires cross-functional coordination and/or collaboration with staff alongside on-the-job training within Student Support Services. The Student Support Assistant applies the organization's leadership principles and cultural beliefs, while understanding. policies, practices, and procedures in the course of work to analyze and resolve student issues. This role work directly impacts team objectives and contributes collectively to our service line goals. Daily tasks and work affect our student experience and their path of academic success.

Responsibilities

Primary 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.

Qualifications

Knowledge, Skills, and Abilities

• 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.

Education

• High School diploma or equivalent. 

Experience

• 1 or more years of related experience. 

Preferred Qualifications

• Some college experience. 
• 1 or more years of customer services or contact center experience. 

Schedule

• This is a co-located opportunity based out of our Phoenix office, working evening shifts Monday through Thursday in-office, with remote work on weekends.

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.

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.

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 Information

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 [email protected].

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.