Software Support Specialist I — FinTech Customer Support

Ncontracts; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental and Vision insurance

401(k) with company match

Paid vacation and holidays

Life Insurance and Disability

Job summary

Ncontracts is hiring a Software Support Specialist to join our dispersed US team. You will support customers via chat, phone, and email, collaborating with development and account managers to resolve issues and build trust.

The role emphasizes problem solving, process improvement, and cross-functional teamwork to deliver an effortless customer experience and reliable software support.

Qualifications

• At least 3 years’ experience in a client-facing role.
• 1–2 years of support experience with a software company, preferably SAAS or FinTech.
• Experience with Salesforce Support or similar software preferred.

Responsibilities

• Interacts with customers via telephone, chat and/or e-mail to provide software support for our products and services.
• Manage case load by prioritizing based on multiple factors and communicate with the development team; follow escalation processes as needed.
• Maintain metrics such as first response rate and CSAT; report on support activities.
• Provide education/basic training to clients on Ncontracts software modules.
• Resolve incoming support requests in the ticketing system and document communications clearly.
• Provide detailed reports to the development team to assist in bug resolution; assist with data imports/configuration as needed.

Skills

Excellent writing

Verbal coaching

Microsoft Office

Independent work

Prioritization

Thrives in fast-paced environment

Tools

Salesforce Support

Jira

Job description

Ncontracts is hiring a Software Support Specialist to join our dispersed US team. You will support customers via chat, phone, and email, collaborating with development and account managers to resolve issues and build trust.

The role emphasizes problem solving, process improvement, and cross-functional teamwork to deliver an effortless customer experience and reliable software support.