Value-Added Services Specialist - SIS

The Value-Added Services Specialist is primarily responsible for serving as a trainer and resource person to client institutions and the Customer Support Team. This position provides guidance and ongoing support to institutions regarding the status and maintenance of outstanding issues. They also conduct testing on enhancements and fixes to Value-Added Services. Responsibilities 1. Provide expertise and advice to potential prospects and current customers regarding value-added service offerings. 2. Provide training on programs, processes and procedures to institutions. 3. Share information gathered from current and prospect customers as to needs, issues, ideas to improve current value-added services or to assist in potentially developing new value-added services. 4. Maintain understanding of market conditions/trends and competitor services, as well as internal knowledge of NBS' services/products. 5. Provide excellent customer service and perform multiple tasks on a daily basis via the telephone, email or formal written correspondence. 6. Serve as primary resource to Customer Support Specialists for assigned Value-Added Services. 7. Facilitate the appropriate handling and resolution of escalated Value-Added Service issues as assigned. 8. Encourage increased use of various company products and technical services, trouble-shoot problems and offer solutions. 9. Assist in the management and resolution of reported "bugs" acting as the liaison and tester between the software development team and institutions. 10. Provide reporting of activities to team leader. 11. Participate in special projects or committees and other related duties as assigned by team leader. Qualifications EDUCATION: Associates degree preferred. (May substitute equivalent experience.) EXPERIENCE: 1. A minimum of 2 years of in-depth experience with RenWeb. 2. Demonstrate proficiencies in Customer Support Specialist II (or equivalent) position. COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES: 1. Strong interpersonal and communication skills to effectively work with external and internal contacts in a professional manner. 2. Ability to work as a team player and establish good rapport with co-workers. 3. Very detail oriented with excellent prioritization, organization and time management skills. 4. Ability to multi-task and complete projects under high pressure deadlines and in stressful situations. 5. Strong analytical and problem solving skills. 6. Excellent customer service skills (friendly, courteous, helpful and patient). 7. Strong initiative to get tasks and objectives completed without supervision. 8. Ability to work in a fast-paced environment and effectively lead change. 9. Ability to take direction from multiple sources and prioritize effectively. 10. Ability to present information to various audiences and diverse groups. Strong computer skills, including experience using Microsoft Office applications, email and the InternetKnowledge of RenWeb. EEO Statement 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. Nelnet is a Drug Free and Tobacco Free Workplace. Department: Information Technology

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