Customer Success Support Analyst Tier 1

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 position based in Ft. Wayne, IN. The starting wage is $19.23 per hour.

Who will love this job:

• Someone who has a love for accounting and numbers.

• 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 is passionate about providing customer service in the banking and financial services industry

• 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;

• 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;

• Participates in after-hours on-call rotation

You should have:

• Accounting experience.

• 2+ years direct customer service in the financial services industry (e.g. credit union or banking operations as a teller, loan officer, ACH processor, etc.)

• 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 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 limit

Place of work