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About Us: Nelnet Business Solutions is a leading level 1 certified payment processor operating in the K12 and Higher Education market. We processed over 7 billion dollars in transaction annually.
General Summary: The Technical Support Engineer works with active Higher Ed customers served by Nelnet Business Solutions to handle technical problems which arise.
Essential Job Functions: 1.Provide information for management decisions. a.Provide list of open issues as needed. b.Communicate critical issues immediately. c.Estimate time to resolve issues. d.Track recurring patterns of problems that product / process changes can resolve. e.Communicate when additional resources are needed to handle support workload.
2.Customer Service a.Answer phones / tech support email as first line of communication with customers. b.Establish personal relationship with customers. c.Understand customers problems. d.Advocate for customers priorities. e.Deliver bad news when necessary.
3.Manage Technical Support Issues a.Utilize tools to organize issues as they are reported by the customer. b.Utilize tools to organize issues reported automatically by our products. c.Utilize tools to maintain a history of issues and communication for each customer. d.Proactively respond to issues reported by automated systems, even before the customer realizes there is a problem. e.Periodic on-call technical support work outside of normal business hours is required.
4.Resolve technical support issues a.Research issues and resolve the problem. b.Escalate problems that require research beyond your ability to resolve. c.Be familiar with product logs, tools, and configuration needed for researching issues. d.Understand products functionally and technically (e.g. understanding scheduled system jobs basic function and basic implementation).
5.Innovate, Learn and Mentor a.Stay current on industry trends. b.Research and propose new technologies / methodologies. c.Suggest improvements to products / processes. d.Mentor others when in a position of having greater knowledge.
Knowledge, Skills and Abilities: 1.Ability to read code and make programming changes. 2.Demonstrated ability to build and maintain strong relationships with customers. 3.Ability to prioritize effectively and handle several activities simultaneously. 4.Demonstrated listening skills with ability to translate information into actionable items. 5.Proven ability to attain consistent results and high customer satisfaction. 6.Maintains a positive attitude which unites team members to work towards a common goal. 7.Exceptional oral and written communication skills. 8.Strong analytical and problem solving skills. 9.Knowledge of the World Wide Web. 10.Ability to understanding of databases, reporting systems and data exchange (integration). 11.Strong knowledge of software or hardware concepts and an ability to quickly understand product functionality in the context of its business application.
Education and Experience: 1.College graduate or equivalent experience. 2.Experience in programming is desired. 3.Experience in presenting complex concepts in lay terms to individuals and groups is desired. 4.Experience in providing customer service and/or training in a technical environment preferred.
Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or 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 or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.
The opportunity number you have entered is either no longer available or does not exist. You can use the job search box below to find other jobs matching your desired criteria.
