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Customer Success Support Analyst

4 months ago

Waco, United States Sharetec Full time
Job DescriptionJob DescriptionDescription:

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 necessary
  • Stay current with system information, changes and updates.
  • Participates in after-hours on-call rotation
  • Perform other duties as assigned by Tier II Support Analyst or Support Manager

You should have:

  • High school diploma or equivalent required; Associates or higher in Business or Computer Science preferred
  • 2+ years direct customer service in the financial services industry. This should include, but is not limited to credit union or banking operations as a teller, loan officer, ACH processor, etc. OR 2+ years in a support call center environment.
  • Ability to communicate clearly via verbal, written or typed media through a provided telephone and computer
  • Some technical knowledge is a plus; however, a willingness to learn is necessary
  • Ability to maintain effectiveness when experiencing major changes in work tasks or work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
  • Ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict, working cooperatively with others to set goals, resolve problems, and make decisions that enhance effectiveness
  • Willingness to establish proper courses of action to ensure that work is completed efficiently and on time/within proper time limits
  • High standards of performance for self; assuming responsibility and accountability for successfully completing assignments

REMOTE CANDIDATES: This position is open to candidates residing in the following states: Arizona, Colorado, Florida, Iowa, Illinois, Indiana, Maryland, Maine, Michigan, Minnesota, Mississippi, Montana, North Carolina, New Hampshire, New Mexico, New York, North Dakota, Ohio, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Washington, West Virginia, Wisconsin. We cannot consider candidate who reside in other states at this time.


Why Sharetec:

Acquired by Evergreen Services group in late 2020, Sharetec is now marching towards rapid growth and expansion into new markets. We are a team of highly focused and dedicated individuals who stop at nothing to achieve success no matter how great or small the challenge; we are also a unique bunch of people that love to work and play together. We do our best to make fun a basic part of every day.


Sharetec offers a robust benefits package, including competitive salaries, medical, dental, vision, life and disability coverage, Paid Time Off (PTO), paid holidays - including your birthday off, $1,000 employee referral program, 401(k) and 401(k) matching. We like to put the fun in the funds with department and company outings like paid food trucks, baseball games, bowling, and riverboat cruises.


Sharetec is an equal opportunity employer.


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