Customer Success Support Analyst

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

Benefits

• Competitive salaries
• Medical, dental, vision, life and disability coverage
• Paid Time Off (PTO) and paid holidays (including your birthday off)
• $1,000 employee referral program
• 401(k) with company matching
• Department and company outings (e.g., paid baseball games, bowling)
• Virtual team-building activities (e.g., escape rooms, trivia, company-wide events)

Pay

$40,000 – $52,000 annually, plus bonus eligibility.