Nelnet International delivers education and commerce platforms across the education, government, and healthcare sectors. We're looking for a Customer Support Representative to join our Xetta team.

Xetta helps organisations centralise commerce, streamline reconciliation, reduce security and compliance risk, and access powerful reporting and analytics.

Who are we?

Nelnet International delivers education and commerce platforms across the education, government, and healthcare sectors. We're looking for a Customer Support Representative to join our Xetta team.

Xetta helps organisations centralise commerce, streamline reconciliation, reduce security and compliance risk, and access powerful reporting and analytics.

About the role

This isn't a typical support desk. Xetta's Managed Services team administers the software on behalf of our customers — universities, colleges, and schools — handling the detailed setup work so their teams can focus elsewhere.

As the central point of contact for Managed Services customers, you'll process emailed requests through a Zendesk queue: setting up and maintaining events, merchandise, users, and transactions within the product. Because customers need frequent changes and updates, the work is steady, repetitive, and detail-heavy — best suited to someone patient, methodical, and highly attentive to detail.

You'll also assist with testing and quality assurance for managed upgrades and new product features, and may have opportunities to help with customer webinars or support training sessions, remotely or onsite.

This is an entry-level role with genuine room to learn, develop your skills,



and progress within the team.

Why choose us?

- Work from home, hybrid, or in the office — you choose
- A fun, vibrant, and supportive team with a collaborative open office space
- Meaningful work supporting the education sector
- Monday to Friday operating hours
- Full training and ongoing support
- A paid day off for your birthday!
- Genuine opportunities to grow and progress within the team

What your day will look like

- Processing customer requests submitted by email through our Zendesk queue
- Setting up and administering customer events, merchandise, users, and transactions within the product
- Assisting with testing and quality assurance for managed upgrades, bug fixes, and new product features
- Escalating complex issues and supporting the Customer Services team as directed
- Maintaining appropriate privacy, confidentiality, and sensitivity
- Assisting with proactive initiatives, customer webinars, and training sessions as opportunities arise

About you

- Previous customer service experience
- Strong digital literacy
- Basic understanding of HTML (helpful for formatting online forms and events)
- Customer-focused, with patience and empathy
- Comfortable with repetitive, detail-driven work and frequent change requests
- High attention to detail
- Valuable communication, language, and numeracy skills
- Able to multitask and prioritise workload effectively
- Reliable, punctual, and positive with co-workers

Highly desirable

- Experience in a banking or university/school finance setting
- Experience with Zendesk

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📌 Customer Support Representative I - Xetta (City of Monash)
🏢 Nelnet International
📍 City of Monash