Remote Customer Support Associate - FinTech Growth Path

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

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.