Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
March 27, 2026
Full Job Description
đź“‹ Description
- • As a Client Support Analyst at Nelnet Business Services (NBS), you will serve as the first point of contact for clients experiencing non-complex technical or service-related issues, playing a critical role in maintaining client satisfaction and trust for a company that supports over 1,300 higher education institutions, 11,500 K-12 schools, and 3,500 churches globally.
- • Your work directly contributes to Nelnet’s mission of creating opportunities for people where they live, learn, and work by ensuring timely, courteous, and effective resolution of client inquiries, which strengthens long-term partnerships and enhances the user experience for students, families, and faith-based communities.
- • Day to day, you will act as the first line of support via phone or email, addressing client inquiries promptly and professionally, including organizing and facilitating communication with internal and external stakeholders when needed.
- • You will diagnose, troubleshoot, track, and prioritize non-complex issues related to software, hardware, or services, escalate complex problems to higher-level support teams, and provide ongoing support during product updates and releases.
- • You will develop and maintain strong relationships within your assigned client segment to maximize satisfaction and retention, acting as a trusted advisor who understands client needs and advocates for their success.
- • You will log and track all customer interactions in the ticketing and/or CRM system with precision, ensuring accurate documentation of issues, resolutions, and follow-up actions for quality assurance and reporting.
- • You will collaborate closely with internal teams — including product, engineering, and account management — to resolve issues efficiently, understand information flow, and contribute to continuous improvement of support processes.
- • You will occasionally provide basic guidance and training to clients on product usage to empower them with self-service capabilities and improve overall user experience.
- • You will adhere strictly to defined Service Level Agreements (SLAs) for response and resolution times, ensuring consistent, measurable performance that aligns with client expectations and company standards.
- • You will join a mission-driven organization where service excellence is core to the culture, and where creativity and innovation are encouraged to empower customer communities to thrive.
- • You will be part of a supportive team that values work-life integration, offering a hybrid work model for those within 30 miles of an office — remote flexibility with three in-office days per week to foster collaboration and connection.
- • In this role, you will develop valuable skills in technical troubleshooting, client relationship management, CRM/ticketing systems, and cross-functional collaboration — building a strong foundation for growth into advanced support, technical, or customer success roles within Nelnet.
- • You will gain exposure to education technology and faith-based service sectors, deepening your understanding of how technology enables learning and community engagement, while contributing to meaningful impact in the lives of millions of students and families.
🎯 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, IT helpdesk, or technical support environment.
- • Proven experience working with ticketing or helpdesk systems (e.g., Zendesk, ServiceNow, Freshdesk).
- • Excellent verbal and written communication skills with a strong customer-focused attitude and ability to remain patient and professional under pressure.
- • Basic understanding of software, hardware, and network troubleshooting principles.
- • Strong organizational skills with meticulous attention to detail for accurate logging and tracking of client interactions.
🏖️ Benefits
- • Comprehensive benefits package including medical, dental, vision, HSA and FSA accounts, 401(k) with student loan repayment assistance, life insurance, AD&D, disability coverage, and employee assistance program.
- • Generous earned time off, tuition reimbursement, employee stock purchase program, and performance-based incentive pay.
- • Robust wellness program and access to Nelnet’s mission-driven culture focused on creating opportunities for people where they live, learn, and work.
- • Hybrid work flexibility for eligible associates (within 30 miles of an office), combining remote work with three in-office days per week to balance flexibility and team connection.
- • Commitment to diversity, equity, inclusion, and accessibility as an Equal Opportunity Employer and Drug/Tobacco-Free Workplace, with reasonable accommodations available for qualified individuals with disabilities.
Skills & Technologies
Go
Remote
About Nelnet, Inc.
Nelnet, Inc. is a diversified financial services and technology company headquartered in Lincoln, Nebraska. Originally founded in 1978 as a student-loan servicer, it now administers federal and private education loans, provides payment processing, tuition management, and campus commerce solutions for K-12 and higher-education institutions, and operates communications, renewable energy, and asset management businesses. The company leverages data and software platforms to support schools, lenders, borrowers, and commercial partners across the United States.
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