Customer Support Analyst at ITS Inc

Des Moines, Iowa, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Jul, 26

Salary

69500.0

Posted On

08 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Client support, Frontline operations, Banking industry, Technical support, Ticket tracking software, Microsoft Office Suite, Microsoft Teams, SQL, Problem resolution, Communication

Industry

Financial Services

Description

SHAZAM recognizes that 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 financial institutions. This is a hybrid position based out of our Des Moines, IA, Parsons, TN or Chickasha, OK office. What we’re looking for: SHAZAM is looking for a Customer Service Analyst to join our team. In this position, you will be responsible for providing quality customer support as it relates to customers’ use of the Teller and Account Launch (account opening application) platform. What you'll do: * Assist the customer in using the systems to solve problems. * Offer enhancement requests when certain issues cannot be resolved by the current system. * Communicate proper expectations with the customers on problem resolution. What you need: * Minimum of two years experience in roles involving customer service, client support, or frontline operations within the banking industry is required. * Experience in partnering with financial clients to resolve technical or service‑related issues preferred. * Experience with a customer ticket tracking software preferred. * Proficient in Microsoft Office Suite, including Teams. * Experience with SQL a plus. What’s in it for you: * A mission-driven company with a strong sense of purpose * A hybrid work environment that values flexibility and collaboration * Opportunities for professional development and career growth * A culture that values innovation, integrity, and community impact * Excellent benefits: * Health, dental, and vision insurance * 401(k) retirement plan with company match * Flexible spending and health savings accounts * Life insurance and short- and long-term disability provided at no cost * Time away from work – PTO, VTO, paid parental leave, and company holidays * Educational assistance 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. SHAZAM is an equal opportunity employer, including those with disabilities or status as a protected veteran. All qualified applicants will receive consideration for employment. Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; ITS, Inc./SHAZAM will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa). Please be aware that SHAZAM may use an Artificial Intelligence (AI) tool to assist in the review and screening of job applications for this position. The AI system is designed to help our team efficiently identify qualified candidates by identifying relevant skills and experience within submitted applications. All final hiring decisions are made by our hiring team.

Responsibilities

The Customer Support Analyst provides quality support to customers using the Teller and Account Launch platforms. Responsibilities include assisting with system problem-solving, offering enhancement requests, and communicating resolution expectations.