Hybrid Client Support Specialist

Nelnet, Inc.; Oklahoma; Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Tuition reimbursement

Life insurance

AD&D insurance

Employee assistance program

Employee stock purchase program

Tuition reimbursement

Wellness program

Job summary

Nelnet, Inc. seeks a Client Support Analyst to serve as the first line of contact for clients by phone or email. You will diagnose non-complex issues, document resolutions, and escalate where necessary while maintaining strong relationships within your client segment.

In this role, you will work in a hybrid environment, with some in-office presence required. A high school diploma is required, and IT-related certification is preferred. Visa sponsorship is not available for this position.

Qualifications

• Excellent verbal and written communication skills with a customer-focused attitude.
• Basic understanding of software, hardware, and network troubleshooting.
• Ability to quickly assess and resolve or elevate client issues.

Responsibilities

• Act as the first line of support for client inquiries via phone or email, addressing issues promptly and professionally.
• Diagnose, troubleshoot, track, and prioritize non-complex issues related to software, hardware, or services; escalate as needed.
• Develop and maintain strong relationships within assigned client segment to ensure satisfaction and retention.
• Log and track all customer interactions in the ticketing/CRM system with accurate documentation.
• Collaborate with internal stakeholders to resolve solutions timely and understand information flow between teams.
• Occasionally provide basic guidance and/or training to clients on using our products/services.

Skills

Customer service

Verbal communication

Written communication

Troubleshooting

Organizational skills

multitasking

Education

High school diploma

IT certification preferred

Job description

Nelnet, Inc. seeks a Client Support Analyst to serve as the first line of contact for clients by phone or email. You will diagnose non-complex issues, document resolutions, and escalate where necessary while maintaining strong relationships within your client segment.

In this role, you will work in a hybrid environment, with some in-office presence required. A high school diploma is required, and IT-related certification is preferred. Visa sponsorship is not available for this position.