Client Support Analyst

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 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.

The Client Support Analyst acts as the first point of contact for clients facing non‑complex technical or service‑related issues, focusing on customer service, timely resolution, and maintaining strong client relationships with the ability to elevate advanced problems to higher‑level support teams. This position offers a hybrid work option: associates living within 30 miles of an office location may work remotely part of the week, while collaborating in‑office 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.

• Act as the first line of support for the majority of client inquiries via phone or email, ensuring issues are addressed promptly and professionally; may include organizing and/or facilitating communication with internal and external stakeholders.
• Diagnose, troubleshoot, track, and prioritize non‑complex issues related to software, hardware, or services; escal…
• Develop and maintain strong relationships within the 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.
• 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.

• High school diploma or equivalent (required). An associate degree or certification in IT or a related field is 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.
• Ability to quickly assess and resolve or elevate 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.

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401(k)/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. to learn more about our benefits: LINK.

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.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions may request such accommodations by contacting Corporate Recruiting at 402‑486‑5725 or via email at c

Nelnet is a Drug Free and Tobacco Free Workplace.