Customer Success Support Analyst

Sharetec • Fort Wayne, IN

8h • $40,000 - $52,000 • Hybrid

About The Position

Sharetec is looking for a Customer Success Support Analyst to join their team. Sharetec develops innovative core banking and lending software solutions for credit unions and their members. The Customer Success Support Analyst will be the first point of contact for credit union clients needing assistance, providing outstanding support by diagnosing and resolving technical software issues. This role involves working in a call center environment and collaborating with Tier II Support, Programming, and Implementation teams. Bilingual (English/Spanish) ability is a strong asset due to a growing Spanish-speaking client base.

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
• Ability to communicate clearly and professionally via phone, written, and typed media
• Strong problem-solving skills and a patient, customer-first attitude
• Ability to adapt quickly to changing systems, processes, and work environments
• High school diploma or equivalent
• Authorized to work in the United States without current or future sponsorship

Nice To Haves

• Bilingual (English/Spanish) to support our Spanish-speaking credit union clients
• Prior experience in financial services — credit union, banking, teller, or lending operations
• Associate’s degree or higher in Business or Computer Science
• Technical knowledge of core banking or credit union software
• Experience with support ticketing or case tracking systems

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
• Interact with customers to provide clear, professional responses to inquiries, concerns, and product questions
• Accurately document all case activity and communication in our case tracking system
• Identify and escalate priority issues per client specifications and established escalation protocols
• Follow up with customers and make scheduled callbacks where necessary
• Participate in the after-hours on-call rotation
• Stay current with system information and updates through training and self-study, and identify opportunities to improve our software and processes

Benefits

• Competitive salaries
• Medical coverage
• Dental coverage
• Vision coverage
• Life coverage
• Disability coverage
• Paid Time Off (PTO)
• Paid holidays — including your birthday off!
• $1,000 employee referral program
• 401(k) with company matching
• Department and company outings like paid baseball games and bowling
• Virtual team-building activities such as escape rooms, trivia, and other company-wide events

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED