Support Analyst II - Learning Platform

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 Support Analyst II provides technical assistance and follow-up on client questions, problems or malfunctions of the Propelr Learning Platform.

More information about Propelr: https://gopropelr.com/why-propelr/

This position also provides instruction and assistance using more technical functions of the system, such as data integration. (The existing customer support structures handle assistance with basic system functions and configuration.)

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.

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.

Tech stack:

• HTTP Apis / Restful Apis
• SQL Database
• AWS