Assessment Operations Specialist

Responsibilities

• Provide technical troubleshooting and assistance to students regarding assessment platforms, tools, and systems.
• Offer step-by-step guidance to students on accessing and navigating assessment systems.
• Respond professionally to inquiries regarding assessment scheduling, policies, and procedures.
• Escalate complex technical issues to supervisors or specialized technical support teams.
• Document all support cases accurately and promptly within institutional databases and tracking systems.
• Identify and communicate recurring technical issues or process inefficiencies to leadership to drive improvements.
• Maintain a supportive, empathetic, and student-centered approach during all interactions.

Requirements

• High School diploma or equivalent.
• 1+ years of professional experience in technical troubleshooting.
• 3+ years of customer service experience.
• Proficiency in Microsoft Office Suite and standard personal computer operations.
• Strong analytical, verbal, and written communication skills.

Preferred Qualifications

• Bachelor’s degree in a technical or related field.
• Relevant technical certifications.

Benefits

• Medical, dental, vision, telehealth, and mental healthcare.
• Health savings account (HSA) and flexible spending account (FSA) options.
• Retirement savings plan and life insurance.
• Flexible paid time off for rest and relaxation, plus flexible sick time.
• 11 paid holidays and up to 12 weeks of parental leave.
• Discounted WGU tuition and wellbeing programs.

About the Company

Western Governors University (WGU) is a leading accredited online university founded to make higher education more accessible through online, competency-based degree programs. We are committed to building a diverse workforce of student-focused professionals dedicated to helping students graduate and create better futures.