Customer Success Support Analyst

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 elevate 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 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 toolsHigh school diploma or equivalent Soft Skills clear communication empathetic communication active listening patience problem-solving customer service de-escalation skills #J-18808-Ljbffr Jobtailor