Customer Support Analyst

SHAZAM recognizes that community financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry.

And here’s the best part - we’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. Your growth and development are top priorities and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening community financial institutions.

The right candidate will join our Johnston office on a hybrid schedule.

What we’re looking for:

SHAZAM is looking for a Customer Support Analyst to join our team. In this role, you will answer questions and resolve issues submitted by our financial institutions regarding the use of the SHAZAM Core Services suite of products. Our Customer Support Analysts recreate reported issues, perform extensive research, and test various scenarios in the system to find a resolution. This role manages a large quantity of customer support tickets and will have individual and departmental deadlines for ticket completion.

What you'll do:

• Provide support for each of SHAZAM’s core applications, including CIS, Loans, Deposits, G/L, SDB, Teller, Share Holders, and Investments.
• Providing support for Digital Banking and various ancillary systems, such as graphical interface, Word Notice server, Passbook server, year-end processing, and third-party interfaces.
• Provide technical assistance for hardware and OS issues when possible.
• Participate in afterhours on-call rotation.

What you’ll need:

• Minimum of two years’ banking experience.
• Service-minded: You’re a people person who effortlessly provides exceptional customer support.
• Ability to effectively recognize problems and roadblocks as they occur and react quickly to resolve them.
• Attention to detail, strong organizational abilities, and dependable work habits.
• Must be passionate about contributing to an organization focused on continuously improving the customer experience.
• Strong communication skills and ability to articulate a message in a clear, concise, and conversational manner.
• The ability to work in a deadline-driven environment, quickly adapting to change and prioritizing needs.
• Ability to participate in afterhours on-call rotation and work overtime if necessary.

What’s in it for you:

• Supportive, collaborative, inclusive, and diverse workforce.
• Career learning, development, and growth opportunities.
• Culture of respect and dignity, teamwork, honesty, and integrity.
• Excellent benefits:
  1. Health, dental, and vision insurance
  2. 401(k) retirement plan with company match
  3. Flexible spending and health savings accounts
  4. Life insurance and short- and long-term disability provided at no cost
  5. Time away from work – PTO, VTO, paid parental leave, and company holidays
  6. Educational assistance
  7. Professional Certification Bonus program

Actual compensation is based on various factors, such as geographic location, experience, education, and/or skill level, and is finalized at the time of offer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visa Sponsorship: This position is not eligible for sponsorship for work authorization by ITS, Inc. Therefore, if you require sponsorship for work authorization now or in the future, we cannot consider your application at this time.