Customer Support Representative

nCino, Inc.; Gauteng; On-site; ZAR 300,000 - 450,000; Full time

Job summary

nCino recherche un Associate Support Engineer dédié pour soutenir l'adoption de sa plateforme bancaire cloud. En tant que membre de notre équipe, vous offrirez un service client de haute qualité, résoudrez des problèmes techniques, et deviendrez expert dans le système nCino. Ce poste conviendrait à un candidat ayant un bon sens du service client et de solides compétences en communication, passionné par les solutions numériques dans le secteur bancaire.

Qualifications

• Diplôme de bachelor ou expérience équivalente.
• Dévouement fort au service client.
• Compétences excellentes en résolution de problèmes.

Responsibilities

• Communiquer régulièrement avec les clients via divers canaux.
• Prioriser, rechercher, dépanner et résoudre les erreurs signalées par les clients.

Skills

Customer Service

Problem Solving

Interpersonal Skills

Communication Skills

Education

Bachelor’s Degree in a related field

Tools

Salesforce

SQL/SOQL

Job description

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

Position Summary

At nCino, we are dedicated to creating software that is revolutionizing the banking industry by helping bankers lend with confidence, efficiency, and transparency, and by enabling better engagement with their customers. Our Support Engineering department is a talented team that works closely in case teams to support the successful adoption of nCino software at financial institutions. Our departmental values are learning, collaboration, and fun, guiding us to balance hard work with passion and enjoyment.

As a member of the Support Engineer department, you will provide excellent customer service to Financial Institutions using the nCino Bank Operating System. Your responsibilities include triaging customer-reported error messages, questions, and configuration enhancements. You will also become an expert in the nCino Bank Operating System, serve as a subject matter expert across multiple features, and obtain advanced Salesforce Certifications. As an Associate Support Engineer, you will learn the system, general banking knowledge, and aim to become a certified Salesforce Administrator.

Responsibilities

• Communicate regularly with customers via multiple channels
• Demonstrate advanced knowledge of the nCino Bank Operating System and configure our platform to nCino Gold Standards
• Enable customers' self-service capabilities through nCino Community
• Prioritize, research, troubleshoot, and resolve customer-reported error messages, questions, and configuration enhancements
• Apply Knowledge Centered Service methodology to improve articles as part of case management
• Analyze customer business processes and determine solutions
• Collaborate with cross-departmental groups as necessary

Qualifications

Required:

• Bachelor’s Degree in a related field or equivalent experience
• Strong dedication to customer service and satisfaction
• Excellent problem-solving, decision-making, and interpersonal skills
• Effective verbal and written communication skills for technical and non-technical audiences

Desired:

• Knowledge of Salesforce
• SQL/SOQL or related Database Experience
• Certified Salesforce Administrator and/or Certified App Builder
• Bachelor's Degree in Information Systems, Computer Science, or related field
• Experience supporting managed packages on the Salesforce Platform

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 and complies with all applicable laws regarding nondiscrimination. We are committed to inclusion and diversity, ensuring reasonable accommodations for persons with disabilities. For accommodations, contact us at [e-mail].