Client Support & Success Analyst (Hybrid)

Nelnet, Inc.; Oklahoma; Hybrid; USD 62,007,000 - 68,770,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA and FSA

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

Wellness program

Job summary

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a Client Support Analyst to be the first line of contact for clients with non-complex technical or service-related issues. The role emphasizes customer service, timely resolution, and strong client relationships, with escalation to higher-level teams as needed.

The position offers a hybrid work option with in-office presence three days per week for those near an office.

Qualifications

• High school diploma or equivalent required.
• Associate degree or IT certification preferred.

Responsibilities

• Act as the first line of support for client inquiries via phone or email.
• Diagnose, troubleshoot, and prioritize non-complex issues related to software, hardware, or services.
• Escalate issues and provide ongoing support for product updates and releases.
• Develop and maintain strong relationships within assigned client segments to ensure satisfaction.
• Log and track all customer interactions in the ticketing/CRM system with accurate documentation.
• Collaborate with internal stakeholders to resolve solutions in a timely manner.
• Provide basic guidance/training to clients on using products/services.
• Adhere to defined SLAs for response and resolution times.

Skills

Customer support

Communication skills

Troubleshooting

Organization

Multi-tasking

Education

High school diploma

Associate degree in IT or related field

Tools

Ticketing system

CRM software

Job description

Nelnet Business Services (NBS), a division of Nelnet, Inc., seeks a Client Support Analyst to be the first line of contact for clients with non-complex technical or service-related issues. The role emphasizes customer service, timely resolution, and strong client relationships, with escalation to higher-level teams as needed.

The position offers a hybrid work option with in-office presence three days per week for those near an office.