Hybrid Client Support Specialist

Nelnet, Inc.; Lincoln (NE); Hybrid; USD 45,000 - 49,000; Full time

Benefits offered by this job

Medical, dental, vision

401K/student loan repayment

Tuition reimbursement

Wellness program

Job summary

Nelnet, Inc. in Lincoln, Nebraska is looking for a Client Support Analyst to be the first line of contact for clients, addressing non-complex technical or service inquiries with courtesy and timely resolution.

The role emphasizes customer service, escalation when needed, and maintaining strong client relationships. The position offers a hybrid work option and requires candidates to be authorized to work in the United States without sponsorship.

Qualifications

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

Responsibilities

• Act as the first line of support for client inquiries via phone or email, ensuring timely, professional resolution.
• Diagnose, troubleshoot, and prioritize non-complex issues related to software, hardware, or services; escalate when needed.
• Maintain strong client relationships and document interactions in the ticketing/CRM system.
• Collaborate with internal teams to resolve solutions and understand information flow.
• Provide basic guidance or training to clients to improve product usage and user experience.
• Adhere to SLAs for response and resolution times.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Documentation

Education

High school diploma or equivalent

Associate degree or IT certification preferred

Tools

Ticketing system

Job description

Nelnet, Inc. in Lincoln, Nebraska is looking for a Client Support Analyst to be the first line of contact for clients, addressing non-complex technical or service inquiries with courtesy and timely resolution.

The role emphasizes customer service, escalation when needed, and maintaining strong client relationships. The position offers a hybrid work option and requires candidates to be authorized to work in the United States without sponsorship.