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Nelnet · 5 hours ago

Client Support Analyst

Lincoln Center, IA

Full-time

Hybrid

Entry Level

$21.64/hr - $21.64/hr

2+ years exp

Nelnet Business Services (NBS) is a division of Nelnet, Inc. that provides payment technology and education services to various organizations. The Client Support Analyst is responsible for acting as the first point of contact for clients, resolving non-complex technical issues, and maintaining strong client relationships.

Financial ServicesInformation TechnologyPayments

No H1B

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

Qualification

Customer support experienceTicketing system experienceSoftware troubleshootingHardware troubleshootingPatienceMulti-taskingVerbal communicationWritten communicationOrganizational skills