Client Support Analyst at Nelnet Servicing

Nelnet Business Services (NBS) a division of Nelnet Inc. provides payment technology education services and learning management solutions to education and faith-based organizations serving more than 1300 higher education institutions 11500 K-12 schools 3500 churches 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.As a Nelnet company the perks at NBS go beyond our benefits package. Youre part of a community invested in you as an individual and united by our mission to create opportunities for people where they live learn and work.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.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.Starting pay rate for this role is $21.64 hourly.#LI-CW1#LI-HybridOur 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: LINK.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 or.Nelnet is a Drug Free and Tobacco Free Workplace.Required Experience:IC Key Skills IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support Employment Type : Full-Time Experience: years Vacancy: 1