Hybrid Client Support Analyst

at Nelnet

• Job title: Client Support Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $22 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, United States

About the role

• Client Support Analyst acting as the first point of contact for clients facing non-complex technical issues at Nelnet. Focused on customer service and maintaining strong client relationships.

Responsibilities

• Act as the first line of support for the majority of our client inquiries via phone or email
• Diagnose, troubleshoot, track, and prioritize non-complex issues related to software, hardware, or services
• 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

Requirements

• High school diploma or equivalent (required)
• Associate degree or certification in IT or a related field (preferred)
• 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 with a customer-focused attitude
• Basic understanding of software, hardware, and network troubleshooting
• 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

Benefits

• 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
• Robust wellness program