Customer Support Analyst (Part Time)

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

Job summary

ChargeAfter is seeking a Customer Support Analyst in NYC to deliver world-class support via email, chat, and video meetings, becoming a trusted SME on our products and ensuring a seamless customer experience.

You will manage the ticket lifecycle, investigate issues using RESTful APIs logs and GCP, document findings, and collaborate with teams to drive improvements and prevent recurring problems.

Qualifications

• 0–3 years in tech, eCommerce, SaaS or related roles; students allowed.
• Evening and weekend shifts availability.
• Pursuing a Bachelor's in CS/IS/Business Technology.
• Strong problem-solving and analytical skills.
• Ability to explain technical issues to diverse audiences.
• Able to read docs and create knowledge articles.
• Excellent interpersonal and communication skills.

Responsibilities

• Provide world-class support via email, chat, and video meetings.
• Become subject matter expert on ChargeAfter products.
• Manage ticket lifecycle from inquiry to resolution.
• Serve as first point of contact for customers.
• Investigate issues and communicate findings to other teams.
• Review API logs to troubleshoot issues.
• Use GCP to diagnose bugs and messages.
• Convey information clearly and listen actively.
• Identify process improvements and product feedback.
• Collaborate with team to meet goals.
• Monitor activity across client accounts with analytics tools.
• Update and maintain CRM to reflect work environment.

Skills

Analytical thinking

Problem-solving

Communication skills

Tech explanation

Urgency mindset

Knowledge article writing

Education

Bachelor's in CS/IS/Business Technology

Tools

RESTful APIs

Google Cloud Platform

Azure

Excel

Google Sheets

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.

Salary and Benefits:

• 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.