Customer Success Support Specialist

1 week ago

Fort Wayne, Indiana, United States Sharetec Full time
Customer Success Support Analyst

Sharetec is seeking a highly skilled Customer Success Support Analyst to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • 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 information and determine the issue by evaluating and analyzing 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 perform other duties as assigned by Tier II Support Analyst or Support Manager
Requirements:
  • 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
  • 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
  • Ability to deal effectively with others in antagonistic situations
Why Sharetec?

Sharetec is an equal opportunity employer and offers a robust benefits package, including competitive salaries, medical, dental, vision, life, and disability coverage, Paid Time Off (PTO), paid holidays, $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.

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