K12 Implementation Specialist I - OA/OE - SIS
Burleson, TX

Job Description

Overview

This position is responsible for providing support in the Implementation and servicing of client institutions using FACTS products and related services. The OA/OE Implementation Specialist is a support contact for client institutions and responsible for the migration and/or setup of various products, training and integration of internal and external services. Products include Online Application, Online Enrollment, as well as Actively Managed Payment Plans and SIS products/integration.

Responsibilities Provide support as part of an overall Implementation team to an Institution who is implementing one or more FACTS products/services. Contact with school(s) to establish OA/OE Implementation timeline(s) and expectations. Work closely with CSM's and/or RVP's to enhance the customer experience and satisfaction. Verification and/or completion of the Implementation Checklist. Coordinate data exchanges with clients and their various information systems. Work with other Operational departments (e.g. Account Manager) to ensure smooth transition from Implementation. Establish/maintain a training program for client institutions including curriculum and training sessions customized for the institution's needs. Conduct online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they are implementing. Contribute to documentation and/or training materials in one of more of the following ways: 1) provide input from customer requests; 2) develop materials; 3) maintain materials and/or 4) research and implement new ways to present materials for clients. Provide ideas and analysis in regards to enhancements to current processes and features of new or existing products. Overall management of technical and operational aspects for NBS product implementation. Provide monthly reporting of activities to the Team Leader. Provide phone support and back-up for all areas of FACTS as needed. Maintain personal spreadsheet tracking in CRM/SalesForce and other internal tracking required for auditing purposes. Qualifications

EDUCATION:

Associates Degree in related field (Bachelor's preferred).

EXPERIENCE:

Three years of experience in product service or implementation

Experience providing excellent customer service.

COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:

Strong interpersonal and communication (both written and verbal) skills with the ability to constructively discuss sensitive issues. Very detail oriented and a creative thinker. Ability to work as a team player and establish good rapport with co-workers. Excellent customer service skills (friendly, courteous, helpful and patient). Excellent prioritization, organization, and time management skills. Strong computer skills, including experience using Microsoft Office applications, Web Forms, and the Internet. Ability to effectively instruct customers in the use of computer application and other services. Ability to handle stressful situations and meet deadlines. Strong initiative to get tasks and objectives completed without supervision. Ability to work in a fast paced environment and effectively lead change. Ability to work overtime as required, without supervision. Ability to take direction from multiple sources and prioritize effectively. A positive can-do attitude. EEO StatementNelnet 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