Offer summary

Qualifications:

Bachelor’s Degree in a relevant field or equivalent experience., 2+ years of experience in customer service or account management., Strong commitment to customer service with excellent problem-solving skills., Exceptional verbal and written communication skills, with basic Excel proficiency..

Key responsabilities:

Provide exceptional service to customers using the nCino KYC Africa system.

Triage customer-reported system issues and respond to inquiries.

Educate customers on new product features and enhance their experience.

Proactively identify process gaps to improve customer satisfaction.

Job description

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

At nCino, we’re committed to transforming compliance with innovative software that helps Accountable Institutions operate with confidence, efficiency, and transparency. We aim to empower our customers to engage better with their clients while ensuring compliance. Our Support Engineering team is a talented group dedicated to supporting the seamless adoption and success of the nCino KYC Africa system. We value making someone's day, respecting each other, having a winning attitude, bringing our best, doing the right thing, and having fun. These principles are fundamental to fostering a productive, enjoyable work
environment.
As a Support Engineer at nCino, you’ll play a key role in providing exceptional service to customers using the nCino KYC Africa system. You’ll triage customer-reported system issues, respond to questions, and handle configuration enhancements.

As an Associate Support Engineer, your primary responsibility will be to ensure customers receive top-tier support while troubleshooting product or system related issues, answering inquiries and perfoming support admin duties. You will deepen your expertise in the nCino KYC Africa system, helping customers resolve challenges and guiding them through the system. You’ll also work to enhance their overall experience by proactively identifying areas for improvement.

Responsibilities

Maintain regular, clear communication with customers across multiple channels
(email, chat, phone, Zoom etc.).
Become an expert in the nCino KYC Africa system, demonstrating advanced knowledge to address customer needs effectively.
Perform ongoing configuration on the nCino KYC Africa system to adjust the application for customer needs
Educate customers on new product features and functionalities, enhancing their experience with the system.
Resolve product-related issues and concerns swiftly and efficiently.
Proactively identify and address process gaps to improve customer satisfaction.
Approach all tasks with dedication and a positive, energetic attitude.
Collaborate across departments to solve customer issues when necessary

Qualifications

Required:

Bachelor’s Degree in a relevant field or equivalent experience. A combination of education, experience, and superior performance is acceptable.
2+ years of experience in customer service, account management, or a similar role.
Strong commitment to customer service and satisfaction, with a focus on delivering quality technical support.
Exceptional problem-solving, decision-making, and interpersonal skills.
Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Basic Excel proficiency.
High energy and a positive attitude, with the ability to manage multiple priorities and think creatively.
Strong attention to detail, time management skills, and a driven, humbly confident
attitude.

Desired:

Previous experience with Zendesk or similar customer service systems.

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 recruiting@ncino.com.

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.

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