Client Support Analyst

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

Benefits offered by this job

Medical insurance

Dental & Vision

401K

Job summary

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a Client Support Analyst to act as the first line of contact for clients facing non-complex technical or service-related issues. The role focuses on customer service, timely resolution, and maintaining strong client relationships, with opportunities to escalate advanced problems to higher-level teams.

The position offers a hybrid work option, allowing remote work within 30 miles of an office for part of the week, plus in-office

Qualifications

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

Responsibilities

• Act as the first line of support for client inquiries via phone or email, addressing issues promptly and professionally.
• Diagnose, troubleshoot, and prioritize non-complex issues related to software, hardware, or services; escalate when needed.
• Develop and maintain strong relationships within assigned client segment to ensure satisfaction and retention.
• Log and track all client interactions in the ticketing/CRM system with accurate resolutions.
• Collaborate with internal stakeholders to resolve solutions and ensure smooth information flow between teams.
• Occasionally provide basic guidance or training to clients on product usage to improve user experience.
• Adhere to defined SLAs for response and resolution times to maintain client satisfaction.

Skills

Customer service

Communication

Troubleshooting

Ticketing system

Relationship management

Education

High school diploma or equivalent

Associate degree or IT certification (preferred)

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 elevate 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 elevate 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.

#LI-CW1

#LI-Hybrid

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. Click here to learn more about our benefits: 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.