Hybrid Client Support Specialist

Nelnet; Lincoln (NE); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA and FSA

401K and loan repayment

Tuition reimbursement

Life insurance

AD&D insurance

Wellness program

Job summary

Nelnet is seeking a Client Support Analyst to act as the first point of contact for clients, handling non-complex technical or service issues with a focus on timely resolutions and courteous service. The role supports hybrid work, with in-office presence three days a week and remote options within 30 miles of an office.

Qualifications include a high school diploma (associate degree or IT cert preferred) and 2+ years in a customer support or IT helpdesk environment.

Qualifications

• High school diploma or equivalent required; associate degree or IT cert preferred.
• 2+ years in customer support or IT helpdesk.
• Experience with ticketing or helpdesk systems.
• Excellent verbal and written communication.
• Ability to manage multiple inquiries and stay organized.

Responsibilities

• Serve as first line of support via phone or email for client inquiries.
• Diagnose and troubleshoot non-complex issues related to software, hardware, or services.
• Maintain strong client relationships to ensure satisfaction and retention.
• Document all interactions in the ticketing/CRM system.
• Collaborate with internal teams to resolve issues promptly.
• Provide basic guidance/training to clients on product usage.
• Adhere to SLAs for response and resolution times.

Skills

Customer service

Communication

Troubleshooting

Time management

CRM / ticketing system

Education

High school diploma or equivalent

Associate degree or IT certification preferred

Tools

Ticketing system

CRM software

Job description

Nelnet is seeking a Client Support Analyst to act as the first point of contact for clients, handling non-complex technical or service issues with a focus on timely resolutions and courteous service. The role supports hybrid work, with in-office presence three days a week and remote options within 30 miles of an office.

Qualifications include a high school diploma (associate degree or IT cert preferred) and 2+ years in a customer support or IT helpdesk environment.