Customer Support Representative

nCino; Johannesburg; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

nCino is seeking a Customer Support Representative to be the first point of contact for customer inquiries across our solution lines. You will document each inquiry, perform basic guidance from approved resources, and route more complex cases to Support Engineering while learning our full range of financial services solutions.

This role emphasizes data accuracy, adherence to scripts, and effective communication as you support customers across multiple channels and time zones.

Qualifications

• Clear and professional written and verbal communication, including explaining information plainly to non-technical people.
• Experience with CRM or ticketing systems such as Salesforce and Zendesk.

Responsibilities

• Serve as the first point of contact for inbound customer inquiries via phone, chat, email, and web form.
• Respond to inquiries using approved scripts, knowledge articles, and FAQs.
• Classify inquiries by issue type, solution line, and urgency; escalate when needed.
• Gather and record complete intake information for smooth handoff.
• Document all customer interactions in CRM/ticketing systems with accuracy.
• Monitor queues and respond within established SLAs.
• Handle confidential customer information per policy.
• Identify gaps in knowledge articles and support documentation for review.
• Report recurring patterns to team leadership.
• Perform routine administrative tasks to support the team.
• Complete required training to build foundational knowledge.
• Use AI-enabled tools to improve accuracy and efficiency, escalating when guidance is unclear.
• Stay informed on AI advancements for scalable growth.
• Participate in ongoing learning about nCino solutions and support practices.

Skills

CRM systems

Salesforce

Zendesk

Attention to detail

Written & verbal communication

Bilingual (English/another language)

Data entry

Team collaboration

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

Job description

ZA - Johannesburg; ZA - Remote - South Africa

Curious Minds. Bold Ideas. Extraordinary Impact. We're transforming financial services through bold innovation and relentless execution. You bring the ideas and drive. We'll build what's next — together.

Job Summary

As a Customer Support Representative, you will serve as the first point of contact for customer inquiries across nCino's solution lines. You will listen to and document each inquiry, resolve straightforward questions using approved knowledge resources, and accurately route issues requiring technical investigation to the appropriate Support Engineering resource. This role is a launchpad into nCino's support career path, giving you broad exposure to our solutions, our customers, and the practices that define excellent support, while building the foundation for growth into more specialized, technical roles.

Responsibilities

• Serve as the first point of contact for inbound customer inquiries received by phone, chat, email, and web form, delivering a courteous and professional experience on every interaction.
• Respond to inquiries relating to nCino's solution lines, providing guidance within the boundaries of approved scripts, knowledge articles, and frequently asked questions.
• Classify each inquiry accurately by issue type, solution line, and urgency; recognize when it falls outside the scope of this role; and route it promptly to the correct Support Engineering resource in accordance with documented triage and escalation procedures, rather than attempting technical diagnosis or resolution.
• Gather and record complete and accurate intake information, including customer identifiers, issue description, and steps already taken, so that receiving teams can begin work without rework or recontact.
• Document all customer interactions, inquiries, and outcomes in the customer relationship management (CRM) and ticketing systems, following standard practices for data accuracy and completeness.
• Monitor assigned queues and respond within established response-time targets, supporting the team in meeting service-level agreements (SLAs).
• Handle customer information in accordance with nCino's confidentiality, data privacy, and information security policies.
• Identify and flag gaps, inaccuracies, or unclear guidance in knowledge articles and support documentation for review by Support Engineering.
• Recognize and report recurring inquiry patterns and emerging issues to team leadership.
• Perform routine administrative and data entry tasks supporting the support organization as assigned.
• Complete required training to build foundational familiarity with nCino's solution lines, support tools, and customer service practices.
• Use approved AI-enabled tools, including knowledge search, response assistance, and interaction summarization, to improve accuracy, reduce handling time, and minimize errors, escalating feedback to a person when the tool's guidance is unclear or does not apply to improve accuracy and the customer experience.
• Stay informed on AI advancements to drive continuous learning and scalable growth opportunities.
• Participate in continuous learning to stay current on nCino solutions, support tools, and service practices.

Qualifications

Required:

• High school diploma or equivalent.
• Clear and professional written and verbal communication skills, including the ability to explain information plainly to individuals who are not technical practitioners.
• Attention to detail and accuracy in documentation and data entry.
• Ability to follow established procedures, scripts, and escalation paths consistently.
• Ability to remain composed, patient, and service-oriented in high-volume or emotionally charged customer interactions.
• Basic computer proficiency, including the ability to learn and navigate CRM, ticketing, and knowledge management systems.
• Ability to work collaboratively within a team environment.
• Willingness to work assigned shifts, which may include evenings, weekends, or holidays based on business coverage needs.
• Ability to handle confidential customer information appropriately.
• One or more years of experience in a customer service, call center, or help desk environment.
• Exposure to financial services, mortgage, or lending operations.
• Experience using CRM or ticketing systems such as Salesforce and Zendesk.
• Familiarity with knowledge base tools and AI-assisted response tools.
• Bilingual verbal and written communication skills.
• Willingness to support inquiries across additional time zones or coverage windows.

nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at [e-mail] .

Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success. We strive to create workplaces where employees are empowered to bring their authentic selves to work.