Note: The job is a remote job and is open to candidates in USA. Sharetec Systems develops innovative core banking and lending software solutions for credit unions and their members. The Customer Success Support Analyst serves as the first point of contact for clients, diagnosing and resolving technical software issues, documenting cases, escalating priority concerns, and collaborating with internal support and implementation teams.
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
Skills
- 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
- 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
Benefits
- This position is also bonus eligible.
- Medical, dental, vision, life and disability coverage
- Paid Time Off (PTO)
- Paid holidays — including your birthday off!
- A $1,000 employee referral program
- A 401(k) with company matching
- Paid baseball games and bowling
- Virtual team-building activities such as escape rooms, trivia, and other company-wide events
Company Overview