Hybrid Client Support Specialist

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

HSA

FSA

Paid time off

401K

Student loan repayment

Life insurance

AD&D insurance

Employee assistance program

Stock purchase program

Tuition reimbursement

Performance-based incentive pay

Short- and long-term disability

Wellness program

Job summary

Nelnet Business Services (NBS) is seeking a Client Support Analyst to be the first contact for clients with non-complex issues. You will focus on timely resolution, strong client relationships, and escalation when needed. This hybrid role supports flexibility with in-office presence three days a week for those living near an Nelnet location.

The position emphasizes customer service, ticket/documentation accuracy, and collaboration with internal teams to resolve problems efficiently.

Qualifications

• Excellent communication skills and a customer-focused attitude.
• Experience with ticketing/helpdesk systems and basic IT concepts.
• Ability to document interactions and resolutions clearly.

Responsibilities

• Serve as the first line of support for client inquiries via phone or email.
• Diagnose and troubleshoot non-complex software/hardware/service issues.
• Escalate issues and provide ongoing support for updates and releases.
• Build strong client relationships to maximize satisfaction and retention.
• Log all interactions in the ticketing/CRM system with accurate notes.
• Provide basic guidance to clients on product usage and SLAs.

Skills

Customer service

Verbal and written communication

Troubleshooting

Relationship management

Multitasking

Documentation

Education

High school diploma or equivalent

Associate degree or IT certification preferred

Tools

Ticketing system

CRM

Job description

Nelnet Business Services (NBS) is seeking a Client Support Analyst to be the first contact for clients with non-complex issues. You will focus on timely resolution, strong client relationships, and escalation when needed. This hybrid role supports flexibility with in-office presence three days a week for those living near an Nelnet location.

The position emphasizes customer service, ticket/documentation accuracy, and collaboration with internal teams to resolve problems efficiently.