Fintech Customer Support Analyst: Problem Solver & SME

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 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.