Customer 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.

Next Gen Web Solutions is a small SaaS company serving the higher education market, recently acquired by Nelnet. We build products used by hundreds of institutions - scholarship management, online forms and workflow, FAFSA verification, and more.

We are expanding our customer support team and hiring two Customer Support Representatives to serve as the front line of service for our clients. You will provide hands-on support, conduct ongoing training, and serve as a bridge between clients and our product team - ensuring customers get the most out of our software and that their feedback shapes future development.

What You'll Do

Client Support

• Provide responsive, high-quality customer support for assigned Next Gen Web Solutions products

• Perform software-related issue research, troubleshooting, and timely follow-up

• Work with clients to help them adopt new features and functionality

• Identify client pain points and communicate insights to the Product Manager

Training

• 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

Cross-Functional 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

Position Details

• Location: Fully Remote

• Preferred Hours: 10:00 AM - 6:00 PM EST

• Salary Range: $45,000 - $60,000

What Makes You Great at This

You are patient, organized, and genuinely enjoy helping people solve problems. You don't just close tickets - you make sure the client actually understands the solution. You know financial aid, scholarship and/or HR workflows from the inside, and you can translate technical complexity into plain language. You follow through without being told to.

What You Bring

Required

• 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

• Strong 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

• Strong 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

Preferred

• Familiarity with SaaS products in the higher education sector

• Experience with ticketing or CRM systems

• Background in client-facing implementation or onboarding

How We Work

We're about 30 people total across development, support, install, and sales. Everyone wears multiple hats and the walls between functions are low. We value transparency, accountability, and treating every client interaction as an opportunity to build trust. If you thrive in a collaborative, mission-driven environment where your work has direct impact, you'll fit right in.

What You'll Get

• Direct impact on products used by hundreds of institutions and millions of students

• A supportive team that values your expertise and client relationships

• Opportunity to grow your skills in product support, training, and client success

• Professional development support including training and certifications

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 [email protected] .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation's largest student loan servicer - but we do more than that. A lot more. We're also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that's just a shortlist). For over 40 years, we've been serving our customers, associates, and communities to make dreams possible.

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