Support Representative

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.

NG is an efficiency solution provider of products, technologies, solutions and services to Higher Education Institutions across the United States. Our $5 Million annual revenue fuels the invention of new and existing products and solutions, so we can better serve our Higher Education Institutional customers and enter new markets. We engineer and deliver technology solutions that drive business value and reduce costs, thus improving our customers’ bottom line.

Essential Duties and Responsibilities:

• Provide customer support for assigned Next Gen Web Solutions products
• Provide support to Sales and Product Management
• Perform user acceptance testing with customer & internal product team
• Provide ongoing client training
• Identify client pain points with a product and communicate this information to product manager
• Perform software related issue research, troubleshooting, and timely follow-up.
• Work with the clients to help them adopt new features/functionality
• Participate in development process of Next Gen Web Solutions products
• Collaborate with support and product installation leadership on special projects targeted at further engaging and retaining clients
• Perform bi-annual review of existing client product utilization, capabilities, and workflows to target areas for improvement or further engagement

Salary range for this role is: $45,000-$60,000

Education and Experience:

• Bachelor’s degree in IT, Business or related field and/or commensurate experience.
• 2+ years of experience with B2B industry
• Customer service

Knowledge, Skills and Abilities

• Demonstrated, effective follow through and exceptional customer service skills (friendly, courteous, helpful, and patient.
• Strong analytical skills and technical orientation, including experience using Microsoft Office applications, Web Forms, and the Internet. 
• Ability to clearly and effectively instruct non-technical customers with diverse personalities in the use of complex computer software and other services.
• Excellent prioritization, organization, and time management skills required to manage conflicting priorities, stressful situations, and consistently meet deadlines
• Ability to work as a team player and establish good rapport with co-workers.
• Strong initiative to get tasks and objectives completed without supervision.
• Ability to work in a fast-paced environment and effectively lead change.
• Demonstrated excellence in oral and written communication
• Comfortable working knowledge of Internet system development and associated processes

Software:

• MS Word, PPT, Excel, Visio and Office
• Salesforce.com

Desired Technical Skills:

• SQL

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. Click here 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. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.  

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net.

Nelnet is a Drug Free and Tobacco Free Workplace.

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