Customer Success Support Analyst

Sharetec is looking for a Customer Success Support Analyst to join our team!

At Sharetec, we believe in the talent of our workforce. We have the opportunity to make millions of peoples' lives easier by developing innovative solutions for credit unions and their members to utilize on a daily basis. Not only do our customers rely on us to deliver powerful technology, but they also count on us to be a caring partner in their business.

As a Customer Success Support Analyst, you will utilize excellent problem solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. This role exists to provide outstanding, first-in-class support to clients.

This is a full-time, exempt, hybrid-remote position that can be located at one of our office sites in Ft. Wayne, IN; Waco, TX; or Canfield, OH. For the right candidate, fully remote work is also an option. We can only consider remote employees who reside in one of the states listed below. The starting salary for this position is $45,000.

Who will love this job:

• Someone who enjoys working collaboratively with internal teams to provide first in-class service to external customers
• Someone who is detail oriented, precise, with consistent work output, and exercises tireless patience
• Someone who finds satisfaction in solving problems and helping others
• Someone who is passionate about providing customer service in the banking and financial services industry
• Someone who thrives in a call center environment
• Someone who likes to provide technical assistance and advice to end-users by performing a diagnosis
• Someone who can communicate technical solutions in a user-friendly, clear, and professional manner

As a Customer Success Support Analyst, you will:

• Use a technical and analytical approach to deliver service and support to end users via remote connections;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical software issues;
• Research required information using available resources;
• Identify and escalate priority issues per client specifications;
• Accurately process and document case transactions using a designated tracking software;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled callbacks to customers where …