Customer Success Support Analyst Job Waco area,Texas USA,IT/Tech

Overview

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.

Job Type

Full-time

Description

About Sharetec

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

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 escalate 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…