Fintech Customer Support Analyst & Tech Troubleshooter

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 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.