Client Support Analyst

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

About the role

The Client Support Analyst acts as the first point of contact for clients facing non-complex technical or service-related issues. This role will be responsible for the efficient and courteous service and resolution of general inquiries from our clients. This position focuses on customer service, timely resolution, and maintaining strong client relationships with the ability to escalate advanced problems to higher-level support teams.

This position offers a hybrid work option. Associates living within 30 miles of an office location may work remotely part of the week while collaborating in-office three days per week. Candidates must already be authorized to work in the United States without sponsorship.

Responsibilities

• Act as the first line of support for the majority of our client inquiries via phone or email, ensuring issues are addressed promptly and professionally; may include organizing and/or facilitating communication with internal and external stakeholders.
• Diagnose, troubleshoot, track, and prioritize non-complex issues related to software, hardware, or services; escalate issues and provide ongoing support for product updates and releases.
• Develop and maintain strong relationships within assigned client segment to ensure maximum satisfaction and retention levels.
• Log and track all customer interactions in the ticketing and/or CRM system ensuring accurate documentation of issues and resolutions occurs.
• Collaborate with internal stakeholders to resolve solutions timely and understand the flow of information from one team to the next.
• Occasionally provide basic guidance and/or training to clients on how to use our products/services appropriately to enable a strong user experience.
• Adhere to defined SLAs for response and resolution times to ensure client satisfaction.

Requirements

• High school diploma or equivalent (required). An associate degree or certification in IT or a related field is preferred.
• 2+ years of experience in a customer support or IT helpdesk environment.
• Experience working with a ticketing or helpdesk system.

Skills

• 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 escalate client issues.
• Strong organizational skills to accurately document interactions and resolutions.
• Ability to remain patient, calm, and polite when dealing with frustrated or upset clients.
• Able to manage multiple client inquiries simultaneously.

Pay

Compensation range for this role is $21.64 to $24 per hour.

Benefits

• Medical, dental, and vision insurance
• HSA and FSA options
• Generous earned time off
• 401K and student loan repayment assistance
• Life insurance & AD&D insurance
• Employee assistance program
• Employee stock purchase program
• Tuition reimbursement
• Performance-based incentive pay
• Short- and long-term disability
• Robust wellness program

Learn more about our benefits.