Nelnet Business Services
Education
CustomerSupportRepresentative
“Customer Support Representative at Nelnet Business Services. Skills: Client Support, Training, Cross-Functional Collaboration. Provide responsive, high-quality customer support for assigned Next Gen Web Solutions products. Perform software-related issue research, troubleshooting, and timely follow-up”
What You'll Achieve.
ensuring customers get the most out of our software; their feedback shapes future development; Direct impact on products used by hundreds of institutions and millions of students
Industry & Context.
helping people solve problems; software-related issue research; troubleshooting
What They're Looking For.
Must Have
Customer support experience with a demonstrated record of exceptional service, Project management experience with the ability to manage competing priorities, Experience providing training to end users, At least 2 years of industry experience working in Financial Aid, Scholarships and/or HR, Proficiency in Microsoft Office products, especially Excel, analytical skills and technical orientation, including experience with Web Forms and the Internet, High systems acumen including technical troubleshooting, Demonstrated, effective follow-through and exceptional customer service skills (friendly, courteous, helpful, and patient), Excellent prioritization, organization, and time management skills to manage conflicting priorities and consistently meet deadlines, initiative to complete tasks and objectives independently, 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, Ability to work as a team player and establish good rapport with co-workers
Nice to Have
Familiarity with SaaS products in the higher education sector, Experience with ticketing or CRM systems, Background in client-facing implementation or onboarding
What You'll Do.
high-quality customer support for assigned Next Gen Web Solutions products
Perform software-related issue research
Work with clients to help them adopt new features and functionality
Identify client pain points and communicate insights to the Product Manager
Provide ongoing client training on product features and workflows
Clearly and effectively instruct non-technical customers with diverse backgrounds in the use of complex software
Develop familiarity with each client’s specific use case to tailor training accordingly
Provide support to Sales and Product Management
Relay client feedback and patterns to the product team to inform roadmap decisions
Partner with colleagues to continuously improve support processes and documentation
How You'll Work.
Team & Collaboration
Provide support to Sales and Product Management; Relay client feedback and patterns to the product team to inform roadmap decisions; Partner with colleagues to continuously improve support processes and documentation; Ability to work as a team player and establish good rapport with co-workers
Communication Scope
Demonstrated excellence in oral and written communication; Clearly and effectively instruct non-technical customers with diverse backgrounds in the use of complex software
Process & Methodology
Project management experience with the ability to manage competing priorities, Excellent prioritization, organization, and time management skills to manage conflicting priorities and consistently meet deadlines
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