Associate Support Engineer

About

Description

nCino is seeking an Associate Support Engineer to join their team. As a member of the Support Engineering department, you’ll help Financial Institutions leverage the nCino Bank Operating System by providing excellent customer service and technical support. The role involves triaging customer issues, enhancing configurations, and becoming an expert on the system. You'll also work closely with internal teams to ensure smooth implementation and continuous improvement of the platform.

Responsibilities

• Communicate regularly with customers via email, phone, and chat
• Prioritize, research, troubleshoot, and resolve customer-reported error messages and configuration enhancements
• Apply Knowledge Centered Service methodology for article management
• Analyze customer business processes and determine solutions
• Collaborate with multiple departments when needed
• Use Zendesk for customer support and case management
• Assist customers with complex technical issues
• Conduct meetings with clients to provide solutions
• Gather and provide feedback to product development for continuous improvement
• Maintain detailed documentation of customer interactions and solutions

Qualifications

• Demonstrated dedication to customer service and technical case work
• Excellent problem-solving, decision-making, and interpersonal skills
• Excellent verbal and written communication skills for both technical and non-technical audiences
• Proficiency in Microsoft Office Suite
• Ability to work from 5pm–2am CAT to service the USA market

Application instructions:

• Click the apply now button.