Hybrid Client Support Analyst – IT Helpdesk

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., 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