Client Support Analyst
Client Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Nelnet Business Services (NBS) a division of Nelnet Inc. provides payment technology education services and learning management solutions to education and faithbased organizations serving more than 1300 higher education institutions 11500 K12 schools 3500 churches and millions of individual students families and supporters across the globe. Our culture of service enables us to form longlasting 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 noncomplex technical or servicerelated 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 higherlevel support teams.This position offers a hybrid work option. Nelnet values flexibility and understands the importance of worklife integration. Our hybrid work environment allows associates to work remotely for part of the week while also fostering collaboration and team connection through inoffice 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 noncomplex 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 customerfocused 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.
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 performancebased incentive pay short and longterm 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 ator.
Nelnet is a Drug Free and Tobacco Free Workplace.
Required Experience:
IC
Employment Type
Full-Time
