• Serve as the primary point of contact for Premium Support customers experiencing technical issues. • Handle customer inquiries related to product performance, configurations, custom setups, and integrations. • Diagnose and resolve issues across the full suite of Jamf and periphery products. • Use logs, debugging tools, and root cause analysis to efficiently solve technical problems. • Act as a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment. • Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements. • Interface with product development and support teams to share client feedback, generate requirements and evaluate and test new product solutions • Maintain and increase customer satisfaction and ensure retention • Keep customers informed about the status of their issues and provide regular updates on progress. • Serve as a topic expert in one or more key product features • Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides. • Provide support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting. • Collaborate with customers’ internal teams/stakeholders to address challenges. • Build strong relationships with enterprise customers, acting as their advocate within the company. • Identify patterns in support cases and provide insights to improve the product or internal processes. • Stay current on new product features, technologies, and industry trends to provide the best possible support. • On-Call and on-site customer visits as needed. • Other duties as assigned.

Lead day-to-day IT support while ensuring reliable and secure operations. Manage internal IT systems and hardware lifecycle, and support security and compliance initiatives to enhance the employee experience.

• Take ownership to timely resolution of customer inquiries • Investigate and troubleshoot customer inquiries • Assist customers to solutions in a timely manner • Testing product/software change requests • Develop and maintain product documentation • Develop training materials, how to guides, solution articles, etc. to support product end users • Operate as a subject matter expert on our software products • Provide feedback and feature suggestions to improve overall usability of our software products • Continuous monitoring of systems utilized • Provide excellent customer support • Communicate in a clear and professional manner both internally and externally • Utilize technical documentation to investigate and resolve problems • Actively look for ways to improve and help customers.

Title: Client Support Analyst Location: OH-Columbus Job Description: time type Full time job requisition id R22443 Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting 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. You’re 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 non-complex technical or service-related 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 higher-level support teams. This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates Living within 30 miles of an office location to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days per week. Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship. 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 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. 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 customer-focused 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. #LI-CW1 #LI-remote 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, performance-based incentive pay, short- and long-term disability, and a robust wellness program. 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. Nelnet is a Drug Free and Tobacco Free Workplace.