Client Support Analyst

This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates Living within 30 miles of an office location to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days per week.

JOB 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 facilitation 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.
• EDUCATION:
• High school diploma or equivalent (required). An associate degree or certification in IT or a related field is preferred.

EXPERIENCE:

• 2+ year of experience in a customer support or IT helpdesk environment.
• Experience working with a ticketing or helpdesk system.
• COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
• 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.
• Compensation range for this role is $21.64 to $24 per hour.
• #LI-CW1
• #LI-Hybrid
• Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc
• Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
• Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or [email protected].
• Nelnet is a Drug Free and Tobacco Free Workplace.
• Use of Artificial Intelligence in Hiring
• We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring