Customer Success Support Analyst

Sharetec Systems

Customer Success Support Analyst handling technical support for credit unions. Delivering first-in-class support to enhance operations with core banking and lending software solutions.

Posted 6/25/2026full-timeWaco • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $45,000 - $52,000 per yearWebsite

About the role

Key responsibilities & impact

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
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

Requirements

What you’ll need

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

Benefits

Comp & perks

medical, dental, vision, life, and disability coverage
generous Paid Time Off (PTO)
paid holidays (including your birthday off!)
$1,000 employee referral program
401(k) with company matching

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

clear communicationempathetic communicationactive listeningpatienceproblem-solvingcustomer servicede-escalation skills