• 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.

• Deliver thorough answers to questions raised by App users. • Communicate with them to understand the issues they are experiencing, and provide updates in a friendly & timely manner. • Troubleshoot issues reported by users from both user behavioural and technical perspectives. • Identify potential conflicts from themes or other apps, provide fixes to resolve them when possible. • Escalate potential bugs and feature requests to the development team. • Consolidate questions and feedback, convert them into improvement suggestions and enhance the user experience of the Apps. • Work with the development team on issues, and brainstorm solutions.

• Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s) • Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them • Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues • Create and maintain customer-specific runbooks and knowledge articles • Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries • Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users • Educate customers on the use of Glean product features • Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly • Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution • Work closely with teams across Glean to drive product, process, and service improvements • Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers’ support experience • Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues. • Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience