Client Support Analyst

Nelnet Servicing•Lincoln, NE

5d•Hybrid

About The Position

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to higher education institutions, K-12 schools, and individuals around the world. The Client Support Analyst is the first point of contact for clients with non-complex technical or service-related issues. The role provides courteous, efficient support and resolves general client inquiries, with a focus on customer service, timely resolution, and strong client relationships. More advanced issues are escalated to higher-level support teams. This position offers a hybrid work option for associates who live within 30 miles of an office location. The hybrid arrangement allows remote work for part of the week and requires in-office presence three days per week. Candidates must already be authorized to work in the United States; visa sponsorship is not available.

Requirements

High school diploma or equivalent.
At least 2 years of experience in a customer support or IT helpdesk environment.
Experience working with a ticketing or helpdesk system.
Excellent verbal and written communication skills and a customer-focused attitude.
Basic understanding of software, hardware, and network troubleshooting.
Ability to assess and resolve client issues or escalate them appropriately.
Strong organizational skills and ability to accurately document interactions and resolutions.
Ability to remain patient, calm, and polite when dealing with frustrated or upset clients.
Ability to manage multiple client inquiries simultaneously.

Nice To Haves

An associate degree or certification in IT or a related field.

Responsibilities

Provide first-line support for client inquiries by phone or email, addressing issues promptly and professionally and coordinating communication with internal or external stakeholders when needed.
Diagnose, troubleshoot, track, and prioritize non-complex software, hardware, or service issues; escalate issues and provide ongoing support for product updates and releases.
Develop and maintain relationships with clients in the assigned segment to support satisfaction and retention.
Log and track client interactions in ticketing or CRM systems, documenting issues and resolutions accurately.
Collaborate with internal stakeholders to resolve issues promptly and understand information flows between teams.
Occasionally provide clients with basic guidance or training on using products and services.
Meet defined service-level agreements for response and resolution times.