Product Support Specialist

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 Value-Added Services Product Support Specialist I plays a critical role in ensuring a smooth and successful adoption of products by customers. This position provides comprehensive support to new and existing users by answering questions, delivering training, offering assistance, and providing overall customer support. Responsibilities include support through phone and ticket queues, updating platform documentation, and troubleshooting with product teams, as needed. The goal is to foster a positive customer experience and drive client success by efficiently managing and resolving support tickets.

Job Responsibilities:

• Provide phone and ticketing case support for one or more FACTS products/services.
• Collaborate with internal teams (Sales, Development, and Product) to address client needs proactively.
• Work with the Onboarding team members to deliver online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they have implemented.
• Maintain a standard Service Level Agreement (SLA) and Customer Satisfaction Score (CSAT) of 90% or above through the ticketing queue.
• Participate in team meetings and projects to improve operational efficiency and maximize client retention
• Develop strong internal relationships with Sales, Product, Development, and Operations to support client lifecycle.
• Keep up to date with latest product releases and training seminars to ensure thorough product knowledge.
• Provide ideas and analysis for enhancements to current processes and features of new or existing products.
• Answer product specific questions and/or find appropriate resources to answer questions about products (e.g., FACTS Financial System, stand-alone products, partnership companies, FACTS SIS, and integration related topics.)

Manage project tracking, phone/email communication and record of conversations in FACTS CRM system.

**Pay Range for this role is -$45,000 - $47,000

Education:

Associate degree in related field (Bachelor’s preferred) or equivalent experience.

Experience:

• 2-3 years of professional experience in account management or customer service, ideally within education or technology sectors.
• Experience and proven ability managing client relationships.
• Experience with SaaS products is preferred.

Competencies – Skills/Knowledge/Abilities:

• Strong problem-solving abilities and a customer-first mindset.
• Ability to quickly grasp concepts and apply newly acquired product knowledge when working with institutions.
• Strong interpersonal, communication and presentation skills (both written and verbal) with the ability to constructively discuss sensitive issues.
• Very detail-oriented, creative thinker with the ability to manage multiple tasks in a dynamic, fast-paced environment.
• Ability to work as a team player and establish good rapport with co-workers.
• Ability to relate and provide instructions to people of all backgrounds, technical aptitude and abilities.
• Excellent customer service skills (friendly, courteous, helpful, and patient) with the ability to effectively provide instruction in the use of computer applications and other services.
• Strong computer skills, including experience using Microsoft Office applications, CRM databases,  and the Internet.
• Ability to work in a fast-paced environment, handle stressful situations, effectively work through change, and meet deadlines.
• A positive, can-do attitude and strong initiative to get tasks and objectives completed without supervision.
• Excellent organization, and time management skills to effectively manage workload and proactively request additional resources as needed.
• Ability to take direction from multiple sources and prioritize effectively.

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.