Client Support Analyst

Nelnet•Lincoln, NE

4d•$22 - $24•Hybrid

About The Position

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 role will focus on customer service, timely resolution, and maintaining strong client relationships with the ability to escalate advance problems to higher-level support teams. 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. Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Requirements

High school diploma or equivalent (required).
2+ year of experience in a customer support or IT helpdesk environment.
Experience working with a ticketing or helpdesk system.
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.
Candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Nice To Haves

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

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.