Customer Support Analyst
Job title: Customer Support Analyst in New York City, NY at ChargeAfter
Company: ChargeAfter
Job description: ChargeAfter is pioneering the embedded lending network for point-of-sale consumer financing for merchants and financial institutions (FI). Powered by a network of lenders and a data-driven matching engine, ChargeAfter streamlines the distribution of credit into a single, secure, and reliable embedded lending platform. Merchants can rapidly implement ChargeAfter’s omni-channel platform online, in-store, and at every point of sale, enabling them to provide personalized financing choices to their customers.Here at ChargeAfter, we are building the next unicorn in the Fintech industry and are looking for a talented and success-driven Customer Support Analyst to help make it happen!Responsibilities:
- Deliver world-class support to customers through email, chat, and virtual meetings, ensuring a seamless and positive experience.
- Become a trusted subject matter expert on ChargeAfter’s products and find strategic solutions for our customers to succeed.
- Own the entire ticket lifecycle, from initial inquiry to resolution.
- Be the go-to resource for customer questions and platform issues and serve as the first point of contact for our customers.
- Conduct detailed investigations, take clear and concise notes, and effectively communicate issues to other teams to facilitate accurate ticket diagnosis.
- Build and maintain strong relationships with technical teams to diagnose and resolve issues efficiently.
- Review recorded data from RESTful APIs logs to effectively troubleshoot issues
- Be comfortable asking probing questions and use Google Cloud Platform diagnose technical bugs or error messages
- Clearly convey information, actively listen, and engage with others to minimize back-and-forth exchanges.
- Comfortable taking initiative to determine next steps and approaches challenges with a solutions-focused mindset.
- Identify opportunities to enhance support processes and suggest product improvements to prevent recurring issues.
- Practice strong team collaboration to contribute to shared goals.
- Monitor platform activity across different client accounts using Mixpanel, Power BI, and GCP to ensure proper functionality.
- Assist in updating and maintaining the CRM to ensure it accurately reflects the current work environment.
- 1-3 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
- Proven track record supporting customers & consumers on multiple channels (phone, email, chat)
- Bachelor's degree or relevant equivalent experience
- Passion for working closely with leading brands in eCommerce
- Demonstrate a sense of urgency with intention to solve problems efficiently and effectively
- Strong analytical and problem-solving skills
- Strong written abilities to describe technical concepts and instructions, while establishing relationships
- Ability to explain technical issues to technical and nontechnical employees and customers
- Proficient in reading and applying knowledge from documentation, as well as creating knowledge articles
- Interpersonal and communication skills that can be applied across audiences
- Ability to work in shifts (including a rotating night or weekend shift)
- Experience with eCommerce platforms (Shopify, Magento, etc.)
- Experience with RESTful APIs
- Experience with analytical tools such as Mixpanel, PowerBI, FullStory
- Experience working with CRM such as Zendesk
- Technical background (academic or professional)