Customer Success Support Analyst

Sharetec•Fort Wayne, IN

6h•$45,000 - $52,000•Hybrid

About The Position

We’re looking for a Customer Success Support Analyst to be the face and voice of Sharetec — the first person a credit union client reaches when something isn’t working, and often the reason they stay with us long-term. You’ll deliver first-in-class support by combining genuine care for people with a methodical approach to diagnosing and resolving technical software issues. This is a role where patience, curiosity, and a real desire to help people come together to make a difference in how credit unions serve their members every day.

Requirements

2+ years of direct customer service in financial services (credit union, banking, teller, loan officer, ACH, etc.) OR 2+ years in a support call center environment
Clear, empathetic verbal and written communication skills — including the ability to de-escalate frustrated users
Patience and active listening skills — ability to ask probing questions to uncover root causes rather than accepting initial reports at face value
Basic computer proficiency and the ability to learn and follow standard operating procedures (SOPs)
Ability to quickly learn and navigate knowledge bases and internal tools
High school diploma or equivalent

Nice To Haves

Credit union or banking experience
Accounting or back office financial services experience
Experience with support ticketing or case tracking systems
Associate’s degree or higher in Business or Computer Science

Responsibilities

Deliver service and support to credit union end users via remote connection, diagnosing and resolving technical software issues
Gather customer information, evaluate symptoms, and identify root causes using available resources and tools
Identify and escalate priority issues per client specifications; offer alternative solutions where appropriate
Interact with customers to provide clear, professional responses to inquiries, concerns, and product questions
Accurately document all case transactions and communication in the case tracking system, following Case Pulling Procedures 100% of the time
Follow up with customers and make scheduled callbacks where necessary; identify and facilitate customer training needs
Participate in the after-hours on-call rotation
Stay current with system updates, product changes, and new features through available training and self-study
Actively participate in collaboration email groups and contribute to identifying and resolving software and process deficiencies