Customer Support Analyst - Remote

Overview

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!

In Short

• 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 to diagnose technical bugs or error messages.
• Clearly convey information, actively listen, and engage with others to minimize back-and-forth exchanges.
• Identify opportunities to enhance support processes and suggest product improvements to prevent recurring issues.

Requirements

• 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.
• 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.
• Interpersonal and communication skills that can be applied across audiences.
• Ability to work in shifts (including a rotating night or weekend shift).

Benefits

• Competitive salary range with potential bonuses and stock options.
• Opportunity to work with leading brands in eCommerce.
• Collaborative work environment.
• Career growth opportunities in a fast-paced industry.
• Flexible work arrangements.