Digital Support Specialist

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, 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.

The Digital Support Specialist I supports customer service operations by managing escalated interactions originating from AI-powered support channels. This role ensures the accuracy, quality, and effectiveness of automated customer responses while resolving customer issues that require human intervention. The position contributes to continuous improvement of AI support capabilities through knowledge management, trend analysis, and feedback. Success in this role requires strong problem-solving skills, attention to detail, and the ability to balance customer experience with operational efficiency.

JOB RESPONSIBILITIES:

• Resolve customer issues escalated from automated support channels through effective troubleshooting, research, and issue resolution.
• Validate AI-generated responses for accuracy, completeness, tone, and adherence to customer experience standards.
• Monitor customer interactions in real time and intervene when escalations or quality concerns require human support.
• Maintain and enhance the knowledge base by documenting new customer scenarios, solutions, and best practices.
• Analyze customer interaction patterns and identify gaps, recurring issues, and opportunities to improve automated support performance.
• Participate in AI training and feedback processes by providing recommendations that improve response quality and customer outcomes.
• Monitor service level agreements (SLAs), escalation rates, and operational metrics to ensure performance objectives are achieved.
• Generate recurring reports and communicate trends, risks, and improvement opportunities to leadership.
• Provide first-level coaching and feedback to support quality improvement within automated customer interactions.
• Collaborate with cross-functional partners to implement process improvements that reduce escalations and improve customer satisfaction. 

Annual compensation range for this role is $43,000-$45,000 depending on experience.

*Candidates located in Lincoln, NE preferred at this time

This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates living within 30 miles of an office location to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence three days per week.

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

EDUCATION:

Required:

• Bachelor's degree in Business, Communications, Information Technology, Customer Service, or a related field; or equivalent combination of education and experience.

Preferred:

• Coursework, certifications, or training related to customer support operations, automation, artificial intelligence, or service management. 

EXPERIENCE: 

Required:

• 1-3 years of customer support, technical support, operations, or related experience.
• Experience troubleshooting customer issues and resolving problems in a fast-paced environment.
• Experience managing multiple priorities and customer interactions simultaneously.
• Experience documenting processes, issues, or solutions with a high degree of accuracy.

Preferred:

• Experience working with AI-enabled customer support, chat platforms, automation tools, or knowledge management systems.
• Experience analyzing customer trends, quality metrics, or operational performance data.

COMPETENCIES/SKILLS:  

• Problem Solving: Effectively investigates issues, identifies root causes, and develops appropriate solutions.
• Attention to Detail: Ensures accuracy when validating responses, documenting information, and maintaining quality standards.
• AI Literacy & Prompting: Understands AI-assisted tools and contributes to improving automated support experiences.
• Communication (Verbal and Written): Communicates clearly and professionally with customers and internal stakeholders.
• Technical Writing & Documentation: Creates and maintains knowledge resources, procedures, and solution documentation.

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: Benefits & Perks - Nelnet Inc

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.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring