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.
This position offers a hybrid work option out of our Overland Park, KS office. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days a week.
JOB RESPONSIBILITIES:
- Performs issue intake via phone, email, instant messenger, ticketing, and system alerts
- Provides Tier II technical support for NBS developed applications and systems
- Provides helpful, courteous, and timely customer service
- Interprets, evaluates, and resolves (where possible) inquiries pertaining to the use of NBS application software as appropriate
- Analyzes simple to complex inquiries and determines appropriate solutions when possible
- Works with developers, network technicians, and other personnel when needed to resolve customer inquiries and issues
- Alerts supervisors and team members when major issues are suspected
- Documents and tracks status of client’s inquiries and coordinates appropriate response
- Performs follow up to ensure that inquiries were resolved in a timely manner
- Assists with testing as needed
Salary for this role is: $65,000
EDUCATION:
1. Degree in Information Systems or related discipline, or equivalent experience.
EXPERIENCE:
1. Experience in presenting complex concepts to individuals and groups is desired.
1. Experience in presenting complex concepts to individuals and groups is desired.
COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:
1. Strong analytical and communications skills.
2. Sound judgment.
3. Ability to work effectively with clients and technical staff both inside and outside NBS.
4. Ability to interpret technical subjects and use technical troubleshooting skills and tools.
5. Working knowledge of general networking concepts and devices.
6. Proficient in running intermediate DB queries in SQL.
7. Proficiency in the following tasks: individual transaction research, analysis and resolution of server connection errors, and EOD file creation errors.
8. Ability to determine appropriate resolution for failures of credit card settlement jobs.
9. Willingness and ability to learn about NBS products and systems.
10. Strong record in collaborating with other teams, showing initiative, peer development and personal dependability.
1. Strong analytical and communications skills.
2. Sound judgment.
3. Ability to work effectively with clients and technical staff both inside and outside NBS.
4. Ability to interpret technical subjects and use technical troubleshooting skills and tools.
5. Working knowledge of general networking concepts and devices.
6. Proficient in running intermediate DB queries in SQL.
7. Proficiency in the following tasks: individual transaction research, analysis and resolution of server connection errors, and EOD file creation errors.
8. Ability to determine appropriate resolution for failures of credit card settlement jobs.
9. Willingness and ability to learn about NBS products and systems.
10. Strong record in collaborating with other teams, showing initiative, peer development and personal dependability.
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:
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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 .
Nelnet is a Drug Free and Tobacco Free Workplace.
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