Customer Success Support Analyst

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 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.

About the role

As a Customer Success Support Analyst, you are the voice of Sharetec — the first point of contact when a credit union client needs help. You’ll deliver outstanding, first-in-class support by combining genuine care for people with a methodical, analytical approach to diagnosing and resolving technical software issues. Working in a call center environment, you’ll partner closely with our Tier II Support, Programming, and Implementation teams to research, troubleshoot, and resolve reported issues — all while keeping clients informed and feeling heard throughout the process. Because a growing share of the credit unions and members we serve are Spanish-speaking, bilingual (English/Spanish) ability is a strong asset in this role.

This is a full-time, exempt position. Candidates may work remotely from anywhere in the United States, with the exception of California, or work in a hybrid capacity from our offices in Fort Wayne, Indiana or Waco, Texas.

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

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

Preferred Qualifications

• 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

Pay

The starting salary range for this position is $40,000 – $52,000 based on experience. This position is also bonus eligible.

Benefits

• 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) 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