Customer Support Analyst

ChargeAfter; New York (NY); On-site; USD 40,000 - 45,000; Full time

Job summary

ChargeAfter is pioneering an embedded lending network for point-of-sale consumer financing. We are seeking a talented and success-driven Customer Support Analyst to help make it happen!

Responsibilities include delivering world-class support via email, chat, and video meetings, and becoming a trusted subject matter expert on ChargeAfter products. You will manage tickets and troubleshoot issues using RESTful APIs and cloud platforms, while collaborating with cross-functional teams.

Qualifications

• 0–3 years of experience in tech, eCommerce, SaaS or similar roles.
• Evening and weekend shift availability (ET)
• Pursuing or holding a Bachelor's degree in CS/IS/BT
• Strong analytical and problem-solving abilities
• Ability to explain technical issues to technical and non-technical audiences
• Proficient in reading and applying documentation and creating knowledge articles

Responsibilities

• Deliver world-class customer support via email, chat, and virtual meetings.
• Become a trusted subject matter expert on ChargeAfter's products.
• Manage ticket lifecycle from inquiry to resolution.
• Serve as first point of contact for customers and troubleshoot platform issues.
• Review data from logs/APIs to diagnose issues.
• Collaborate with teams to communicate issues and solutions.
• Monitor platform activity across client accounts using analytics tools.
• Update and maintain CRM with current work environment data.

Skills

Customer support

Analytical thinking

Problem solving

Written communication

Interpersonal communication

Urgency to resolve issues

Education

Bachelor's degree in Computer Science / Information Systems / Business Technology

Tools

Mixpanel

Power BI

GCP

Azure

Jira/ServiceNow/Zendesk

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.
• Assist in managing the 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.
• Become knowledgeable in reviewing 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 in determining 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.

Requirements

• 0-3 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s); current students (undergraduate or graduate) are okay
• Ability to work in shifts primarily covering evenings (up to 5pm - 8pm ET) and weekends 9am - 1pm / 1pm - 5pm ET
• Currently pursuing a Bachelor's degree or gaining equivalent relevant experience in Computer Science, Information Systems, or Business Technology.
• Demonstrate a sense of urgency with intention to solve problems efficiently and effectively
• Strong analytical and problem-solving skills
• 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

Preferred Qualifications:

• Experience in research projects that required investigating issues and documenting findings
• Leadership roles in clubs or student government where problem-solving was essential
• Experience with Restful APIs, cloud platforms like Google Cloud Platform (GCP), and Azure
• Data analysis experience using Excel and Google Sheets,
• Exposure to ticketing systems (e.g., Jira, ServiceNow, or Zendesk)
• Retail or customer service experience (in-person or remote)
• Internship in technical support, customer success, or product support

ChargeAfter provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, or disability status.

NYC Posting: In accordance with New York City Local Law 32, the expected salary for this role is between $40,000-$45,000. This role may be eligible for additional compensation in the form of bonuses and/or stock options. All offers to candidates will be based on a variety of factors, including but not limited to a candidate's individual experience, skill set, background and other business and organizational needs.