Sharetec Systems · 6 days ago

Customer Success Support Analyst

Fort Wayne, IN

Full-time

Remote

Entry Level

$45K/yr - $45K/yr

2+ years exp

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Responsibilities

Use a technical and analytical approach to deliver service and support to end users via remote connections;

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

Diagnose and resolve technical software issues;

Research required information using available resources;

Identify and escalate priority issues per client specifications;

Accurately process and document case transactions using a designated tracking software;

Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;

Organize ideas and communicate oral messages appropriate to listeners and situations;

Follow up and make scheduled callbacks to customers where necessary;

Stay current with system information, changes and updates.

Participates in after-hours on-call rotation

Perform other duties as assigned by Tier II Support Analyst or Support Manager.

Qualification

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Technical supportCall center experienceFinancial services knowledge

Required

High school diploma or equivalent required; Associates or higher in Business or Computer Science preferred.

2+ years direct customer service in the financial services industry. This should include, but is not limited to credit union or banking operations as a teller, loan officer, ACH processor, etc. OR 2+ years in a support call center environment.

Ability to communicate clearly via verbal, written or typed media through a provided telephone and computer.

Some technical knowledge is a plus; however, a willingness to learn is necessary.

Ability to maintain effectiveness when experiencing major changes in work tasks or work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

Ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict, working cooperatively with others to set goals, resolve problems, and make decisions that enhance effectiveness.

Willingness to establish proper courses of action to ensure that work is completed efficiently and on time/within proper time limits.

High standards of performance for self; assuming responsibility and accountability for successfully completing assignments.