Customer Success Support Analyst

Description About Sharetec: At Sharetec, we believe in a people-first business. Our mission is to make millions of people's lives easier by developing innovative core banking and lending software and digital solutions for credit unions and their members. Our customers rely on us for powerful financial technology that enhances operations across accounting, lending, member services, and online banking - and they count on us to be a caring, trusted partner in their success. The Role 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. Location: Fort Wayne, IN or Waco, TX (on-site during training; hybrid thereafter) Compensation: $45,000 - 52,000 + bonus eligibility | Full-Time | 9:00 AM - 6:00 PM EST Who Will Love This Job Someone who finds more satisfaction in making something better than building something new - and understands why that's harder. Someone who believes that technology serving people's financial lives is worth doing with real care and precision. Someone who is energized by a company in motion - where the roadmap is ambitious, the pace is real, and your fingerprints will be on what gets built. Someone who wants to look back in five years and say they helped build something that mattered. This role is especially right for you if you are also: Someone who finds genuine satisfaction in solving a hard problem for someone who really needed the help Someone who can translate complex technical issues into clear, calm explanations - and never makes the customer feel small for asking Someone who thrives in a structured support environment and takes pride in consistent, high-quality work every single day What You’ll Do Technical Support & Issue Resolution 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 Customer Communication & Documentation 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 Collaboration & Continuous Learning 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 Required What We’re Looking For 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 Have 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 Why Sharetec Acquired by Evergreen Financial Technology Group (EFTG) in late 2020, Sharetec is growing rapidly and expanding into new markets. At Sharetec, we believe in taking care of our people - both professionally and personally. Our comprehensive benefits package includes competitive salaries, medical, dental, vision, life, and disability coverage, generous Paid Time Off (PTO), paid holidays (including your birthday off!), a $1,000 employee referral program, and a 401(k) with company matching. We are a team of bold, powerful, and caring individuals who work closely together - whether in a hybrid setting or fully remote. We stay connected through virtual events, collaborative team experiences, and regular all-hands meetings that keep us aligned and engaged. At Sharetec, you'll find not just great benefits, but incredible people who lift each other up, challenge each other to grow, and make work meaningful and fun every day. Sharetec is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. #J-18808-Ljbffr Socket.dev