nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.
As a member of the Support Engineer department, you will be responsible for providing excellent customer service to Financial Institutions who are leveraging the nCino Bank Operating System. You will be responsible for triaging any customer reported error messages, questions, and configuration enhancements.
You will also be responsible for becoming an expert with the nCino Bank Operating System, serving as a subject matter expert across multiple features, and obtaining advanced Salesforce Certifications. As an Associate Support Engineer, you will be responsible for providing excellent customer service to assigned Financial Institutions who are leveraging the nCino Bank Operating System. You will be responsible for triaging any customer reported error messages, questions, and configuration enhancements. You will also be responsible for learning the nCino Bank Operating System, general banking knowledge, and becoming a certified Salesforce Administrator.
Responsibilities:
Communicate regularly with customers via multiple channels (email, phone, chat, etc.).
Prioritize, research, troubleshoot, and resolve customer-reported error messages, questions, and configuration enhancements.
Apply Knowledge Centered Service methodology to capture, structure, reuse, and improve articles as part of the case management process.
Analyze customer business processes and determine solutions.
Collaborate with groups across multiple departments when necessary.
Utilize Zendesk for customer support and case management.
Leverage technical knowledge to assist customers with complex issues.
Conduct and lead meetings with clients to triage and provide solutions to queries.
Gather and relay customer feedback to the product development team for continuous improvement.
Create and maintain detailed documentation of customer interactions and solutions provided.
Required:
Able to work from 5pm-2am CAT as this role will be servicing the USA market
Demonstrated dedication to customer service, customer satisfaction, and quality technical case work.
Excellent problem-solving, decision-making, and interpersonal skills.
Excellent verbal and written communication skills for technical and non-technical audiences.
Proficiency in Zendesk for customer support and case management.
Technical knowledge relevant to the role.
Proficiency in Microsoft suite
Desired:
Knowledge of Salesforce.
Experience with the Salesforce Platform, particularly supporting 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 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 [email protected].
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.
