[Remote] Student Support Assistant

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

Company H1B Sponsorship