Customer Success Support Analyst

Description

Sharetec is looking for a Customer Success Support Analyst to join our team!

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.

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

• 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 growing and your contributions shape the direction
• Someone who enjoys being the calm, capable voice on the other end of the line when a client needs help
• Someone who loves solving puzzles — digging into a problem, researching, and working it until it’s resolved
• Someone who takes pride in clear, empathetic communication and never loses sight of the person behind the ticket
• Someone who wants to learn the ins and outs of credit union software and grow a long-term career in fintech

• 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 elevate 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

• 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

Acquired by Evergreen Financial Technology Group (EFTG) in late 2020, Sharetec is now marching towards…