Support Coordinator

1 week ago

Salt Lake City, United States Western Governors University Full time


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.

Essential Functions and Responsibilities:

  • Provide support to all functional areas of the Student Lifecycle
  • Serve as a resource for team members within and outside the department.
  • Collaborate with cross-functional teams, including 3rd party vendors that provide services to WGU for assessment delivery.
  • Utilize multiple WGU platforms to help others by guiding and directing them through root cause procedure processes and change recommendation initiatives.
  • Research and resolve complex learner and staff concern that have been escalated.
  • Contribute to and develop functional and organizational content, practices, and objectives.
  • Collaborate with leadership and training teams when onboarding new employees by presenting recommendations for professional development and continued education opportunities.
  • Review peer work and offer feedback for improvement opportunities.
  • Identify and escalate unique learner and staff concerns, which includes initiating the notification and escalation processes, updating working teams and monitoring concerns through problem resolution.
  • Supports the efforts of the quality assurance team
  • Manage and resolve leadership level escalations
  • Keep leadership team updated on team s‘ work and outcomes.
  • Assists in the development of continued education resources and informs working teams of changes and updates in policy and processes.
  • Performs other related duties as assigned

Knowledge, Skill and Abilities:

  • Proficient use of all WGU systems and applications
  • Excellent computer skills and system navigation
  • Excellent communication skills including verbal, written, and presentation skills
  • Tactfulness and discretion are required in communications as a subject matter expert
  • Ability to collaborate with colleagues inside and outside the department to gather information, as well as outside of the university as required
  • Strong commitment to team dynamics with the expertise and ability to follow directives when required
  • Subject matter expertise relevant to projects and initiatives within Evaluation
  • A deep understanding of the people and operations at WGU
  • Creative mindset for recommending new initiatives that maximize impact and ROI
  • Ability to implement proactive initiatives
  • Problem Solving and Critical Thinking

Competencies:

Organizational Impact:

  • Works to achieve day-to-day objectives with a significant impact on the job area.
  • The work is performed independently under limited supervision and consists of non-routine tasks that may require discretion within established operational boundaries and procedures.
  • Assistance in the training and support for lower-level employees is also expected.

Problem Solving and Decision Making:

  • Problems and issues faced are unclear and may require some analysis to understand and resolve.
  • Employs minor changes in activities and processes to solve problems or improve effectiveness of area.
  • Expected to develop solutions independently, with manager review.

Communication and Influence:

  • Collaborates with contacts typically within and outside the job area on matters that will involve obtaining or providing information on matters of moderate importance to the University.
  • Explains practices, procedures, and policies to reach agreement.

Leadership & Talent Management:

  • Responsible for providing guidance, coaching, and training to other employees within the job area.

Job Qualifications:

Minimum Qualifications:

  • Five (5) years of related experience, which includes use and operation of personal computers and associated standard software, including Microsoft Office Suite and other office resources and equipment including phones, telecommunication systems, copymachines.

Preferred Qualifications:

  • Bachelor‘s degree in a related field of study.

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

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:

Pay Range: $22.74 - $32.98

How to apply: apply online

Full-time Regular Positions(FT classification, standard working hours = 40)

This is a full-time, regular position 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.


The University is an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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