Associate Support Engineer

nCino; Gauteng; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading technology company in cloud banking, nCino, seeks an Associate Support Engineer. This role involves providing exceptional customer service to financial institutions, addressing issues, and collaborating with customers to optimize their experience with nCino's software. Candidates should possess strong communication skills and problem-solving ability while being adept in tools like Zendesk.

Qualifications

• Ability to work from 5pm-2am CAT for USA market.
• Dedication to quality technical work required.

Responsibilities

• Communicate regularly with customers via multiple channels.
• Prioritize, research, troubleshoot, and resolve customer-reported issues.
• Create and maintain documentation of interactions and solutions.

Skills

Problem-solving

Interpersonal skills

Verbal communication

Written communication

Customer service

Tools

Zendesk

Microsoft Office Suite

Job description

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.

At nCino, we are dedicated to creating software that is changing the banking industry by helping bankers lend with confidence, efficiency, and transparency, and better engage with their customers. Our Support Engineering department is a talented group of individuals who work closely together in case teams to support the successful adoption of nCino software at our financial institutions. Our departmental values are learning, collaboration, and fun, guiding us in balancing hard work with passion and enjoyment.

As a member of the Support Engineer department, you will be responsible for providing excellent customer service to Financial Institutions leveraging the nCino Bank Operating System. Your duties include triaging customer-reported error messages, questions, and configuration enhancements. You will also become an expert on the system, serve as a subject matter expert across multiple features, and obtain advanced Salesforce Certifications. As an Associate Support Engineer, your responsibilities include learning the system, general banking knowledge, and becoming a certified Salesforce Administrator.

Responsibilities

• Communicate regularly with customers via email, phone, chat, etc.
• Prioritize, research, troubleshoot, and resolve customer-reported issues and questions.
• Apply Knowledge Centered Service methodology to improve case management articles.
• Analyze customer business processes and determine solutions.
• Collaborate across departments when necessary.
• Utilize Zendesk for support and case management.
• Leverage technical knowledge to assist with complex issues.
• Lead meetings with clients to troubleshoot and resolve queries.
• Gather customer feedback for product improvement.
• Create and maintain detailed documentation of interactions and solutions.

Requirements

• Ability to work from 5pm-2am CAT to service the USA market.
• Dedication to customer service and quality technical work.
• Excellent problem-solving and interpersonal skills.
• Strong verbal and written communication skills for diverse audiences.
• Proficiency in Zendesk and Microsoft Office Suite.

Preferred Skills

• Knowledge of Salesforce.
• Experience with Salesforce Platform, especially managed packages.
• Experience in SaaS B2B environments.

If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas, and excitement at nCino.

nCino is an equal opportunity employer, committed to diversity and inclusion. We provide reasonable accommodations for persons with disabilities throughout the employment process. For accommodations, contact us at [e-mail].