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 205 Pay Range: $20.96 - $30.43 Job Description The 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. What You'll Do: Provides tailored assistance to students and staff across varying skill levels. Manages student inquiries through a high-volume phone queue, as well as email and other communication 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 Location: This is a full-time, in-office position requiring five days per week in our Salt Lake City, Utah office, designed to foster the collaboration and connection that fuel our best work. Schedule: This department operates Monday-Friday, 6:00 a.m.-6:00 p.m. MT, and Saturday-Sunday, 10:00 a.m.-7:00 p.m. MT. This position requires a five-day workweek that includes weekend coverage. 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): High School diploma or equivalent 1+ years of customer service or contact center experience Bonus Points For (Preferred Qualifications): Associate's degree 2+ years of Student Support experience Travel This position requires occasional travel of up to 10%, 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. Visa Sponsorship: While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role. #LI-BS1 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 . Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.