Student Support Assistant at WGU in Salt Lake City, UT

Student Support Assistant Location: Salt Lake City, UT 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 203 Pay 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. ALL INTERNALS MUST APPLY BY 5:14:26 Student Support Assistant As a Student Support Assistant, you will play a key role in supporting students throughout their journey, helping them navigate questions, resolve issues, and stay on track toward their goals. Your work directly impacts the student experience and contributes to their path toward academic success. What You’ll Do Serve as a primary point of contact for students through inbound and outbound communication Provide timely, accurate, and empathetic support to resolve student questions and concerns Conduct initial assessments of student issues and work toward first-contact resolution whenever possible Partner with internal teams to coordinate support and escalate cases when needed Identify potential service gaps and take proactive steps to improve the student experience Maintain accurate documentation of all student interactions and case details Follow established processes, policies, and performance expectations Support team objectives and contribute to a high-quality, consistent support experience What You’ll Bring High school diploma or equivalent 1+ year of customer service or related experience Strong communication skills, both written and verbal Ability to navigate multiple systems and learn new technology quickly A professional, student-first mindset Strong problem-solving and analytical skills Ability to follow structured processes while adapting to a dynamic environment Openness to feedback and continuous improvement Bonus Points Some college coursework Experience in a contact center or high-volume support environment What to Expect At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration. We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission. Interview Steps Introductory call Panel Interview with Hiring Leaders Work Location This is a full-time role based in our Salt Lake City, Utah office. 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 recruiting@wgu.edu. Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.