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

• 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

• clear communication
• empathetic communication
• active listening
• patience
• problem-solving
• customer service
• de-escalation skills