Nelnet

Client Support Analyst

Nelnet

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $22 per hour

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingsoftware supporthardware supportnetwork troubleshootingticketing systemCRM system
Soft Skills
communication skillscustomer-focused attitudeorganizational skillspatiencecalmnesspoliteness
Certifications
Associate degree in ITIT certification