Customer Success Support Analyst
Company: Northern Data Systems
Location: Fort Wayne
Posted on: May 2, 2024
Job Description:
Description: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 mannerAs 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 assignmentsREMOTE
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.Requirements:Compensation details: 45000-45000
Yearly SalaryPI7d58a0d0942f-31181-33822871
Keywords: Northern Data Systems, Kalamazoo , Customer Success Support Analyst, Professions , Fort Wayne, Michigan
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