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Product Support Specialist
Nelnet🇺🇸In-Person - Nelnet Center$45K–$47K/yr7mo ago
Role Snapshot
The Product Support Specialist at Nelnet Business Services provides comprehensive customer support and training for education-related products, ensuring smooth adoption and positive user experiences. This role is critical for client success and retention across the company's suite of FACTS products and services.
Key Responsibilities: Provide phone and ticketing support for FACTS products, conduct online training for new and existing clients, maintain SLA and CSAT standards of 90% or above, and collaborate with internal teams (Sales, Development, Product) to address client needs proactively. Additional responsibilities include updating documentation, troubleshooting with product teams, and managing communication through the CRM system.
Skills & Tools: Strong problem-solving and customer service abilities with excellent verbal and written communication skills; proficiency with CRM systems, Microsoft Office applications, and SaaS products is essential. Ability to manage client relationships, work collaboratively across teams, and stay current with product releases and training materials.
Qualifications: Associate degree in a related field (Bachelor's preferred) or equivalent professional experience required. 2-3 years of professional experience in customer service or account management, ideally in education or technology sectors, with proven ability managing client relationships.
Location: Nelnet Center, Nebraska
Compensation: $45K–$47K/yr