Client Support Analyst

Nelnet Servicing•Lincoln, NE

6d•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, students, families, and supporters. The Client Support Analyst is the first point of contact for clients with non-complex technical or service-related issues. The role provides efficient, courteous service and resolution of general inquiries, emphasizing customer service, timely resolution, and strong client relationships. More advanced problems are escalated to higher-level support teams. This position offers a hybrid work option for associates living within 30 miles of an office location. Associates may work remotely part of the week and are expected to be in the office three days per week. Nelnet is unable to provide visa sponsorship; candidates must already be authorized to work in the United States without current or future sponsorship.

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 quickly assess and resolve or escalate client issues.
Strong organizational skills and accurate documentation of interactions and resolutions.
Ability to remain patient, calm, and polite when dealing with frustrated or upset clients.
Ability to manage multiple client inquiries simultaneously.
Must already be authorized to work in the United States without current or future visa sponsorship.

Nice To Haves

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

Responsibilities

Act as the first line of support for most client inquiries by phone or email, addressing issues promptly and professionally and, as needed, organizing or facilitating communication with internal and external stakeholders.
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 within the assigned client segment to support client satisfaction and retention.
Log and track customer interactions in ticketing and/or CRM systems, documenting issues and resolutions accurately.
Collaborate with internal stakeholders to resolve issues in a timely manner and understand information flow between teams.
Occasionally provide clients with basic guidance or training on using products and services.
Adhere to defined SLAs for response and resolution times.