Client Support Analyst

Nelnet; United States; Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA/FSA

401K/student loan repayment

Life insurance & AD&D

Employee assistance program

Stock purchase program

Tuition reimbursement

Disability insurance

Wellness program

Job summary

Nelnet Business Services (NBS) is hiring a Client Support Analyst to be the first point of contact for clients with non-complex technical or service issues. You will focus on customer service, timely resolution, and maintaining strong client relationships, with escalation to higher-level teams when needed.

The role offers a hybrid work option; employees near an office can work remotely part of the week, with in-office presence three days weekly. Visa sponsorship is not available.

Qualifications

• High school diploma or equivalent required.
• An associate degree or IT certification preferred.
• 2+ years in customer support or IT helpdesk.
• Experience with a ticketing/helpdesk system.

Responsibilities

• Serve as first line of support via phone or email.
• Diagnose, troubleshoot, track and prioritize non-complex issues; escalate as needed.
• Develop and maintain relationships within assigned client segment for satisfaction and retention.
• Log and track all interactions in ticketing/CRM with accurate issue/resolution records.
• Collaborate with internal stakeholders to resolve solutions timely.
• Provide basic guidance/training to clients on product usage.
• Adhere to SLAs for response and resolution times.

Skills

Customer service

Communication skills

Problem solving

Escalation ability

Multitasking

Education

High school diploma

Associate degree or IT cert

Tools

Ticketing system

Job description

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

The Client Support Analyst acts as the first point of contact for clients facing non-complex technical or service-related issues. This role will be responsible for the efficient and courteous service and resolution of general inquiries from our clients. This role will focus on customer service, timely resolution, and maintaining strong client relationships with the ability to *escalate advance problems* to higher-level support teams.

This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates Living within 30 miles of an office location to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days per week.

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

JOB RESPONSIBILITIES:

• Act as the first line of support for the majority of our client inquiries via phone or email, ensuring issues are addressed promptly and professionally; may include organizing and/or facilitation communication with internal and external stakeholders.
• Diagnose, troubleshoot, track, and prioritize non-complex issues related to software, hardware, or services; elevate issues and provide ongoing support for product updates and releases.
• Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction and retention levels.
• Log and track all customer interactions in the ticketing and/or CRM system ensuring accurate documentation of issues and resolutions occurs.
• Collaborate with internal stakeholders to resolve solutions timely and understand the flow of information from one team to the next.
• Occasionally provide basic guidance and/or training to clients on how to use our products/services appropriately to enable a strong user experience.
• Adhere to defined SLAs for response and resolution times to ensure client satisfaction.

EDUCATION:

High school diploma or equivalent (required). An associate degree or certification in IT or a related field is preferred.

EXPERIENCE:

• 2+ year of experience in a customer support or IT helpdesk environment.
• Experience working with a ticketing or helpdesk system.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

• Excellent verbal and written communication skills with a customer-focused attitude.
• Basic understanding of software, hardware, and network troubleshooting.
• Ability to quickly assess and resolve or **escalate** client issues.
• Strong organizational skills to accurately document interactions and resolutions.
• Ability to remain patient, calm, and polite when dealing with frustrated or upset clients.
• Able to manage multiple client inquiries simultaneously.

Compensation range for this role is $21.64 to $24 per hour.

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#LI-Remote

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Benefits & Perks - Nelnet Inc

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or [e-mail].

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring