Client Support Specialist – Hybrid IT Helpdesk

Nelnet, Inc.

Northern (KY)

Hybrid

USD 30,000 - 33,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Tuition reimbursement

Paid time off

Life insurance

AD&D insurance

Employee assistance program

Employee stock purchase program

Wellness program

Job summary

Nelnet Business Services (NBS) is seeking a Client Support Analyst to serve as the first line of contact for clients, addressing non-complex technical or service-related issues with a focus on timely resolution and relationship building.

The role supports a hybrid work model, with partial remote work for those living within 30 miles of an office, requiring no visa sponsorship and US work authorization. Candidates should have 2+ years of relevant experience and familiarity with ticketing systems.

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; coordinate with internal and external stakeholders.
Diagnose, troubleshoot, track, and prioritize non-complex issues related to software, hardware, or services; escalate as needed.
Develop and maintain strong relationships within the assigned client segment to ensure satisfaction and retention.
Log and track all customer interactions in the ticketing/CRM system with accurate documentation.
Collaborate with internal teams to resolve solutions promptly and ensure proper information flow.
Provide basic guidance or training to clients on product usage to ensure a strong user experience.
Adhere to SLAs for response and resolution times.