Provide basic technical support and troubleshooting to customers, ensuring a high level of customer satisfaction.
Resolve customer issues using existing resources, like Knowledge Article, on first contact or escalate to Support Engineers.
Assist in providing basic support and troubleshooting for clients, escalating complex issues to technical support engineers as needed.
Collaborate with support engineers on the team, technical support engineers and managers to manage customer accounts and resolve technical support issues.
Follow standard practices in documentation of customer interactions, issues, and resolutions in a CRM and/or ticketing system.
Maintain a high level of customer satisfaction through effective communication and timely resolution of issues.
Monitor and respond to support tickets in a timely manner, ensuring service-level agreements (SLAs) are met.
Assist team in providing feedback to product development teams based on customer interactions and recurring issues.
Assist in the creation and maintenance of knowledge base articles and support documentation.
Perform basic system administration tasks as required.
Participate in training sessions to stay updated on the latest technologies and support practices.

Requirements

Undergraduate degree in a related field or equivalent education and experience.
Strong problem-solving skills and attention to detail.
Excellent communication skills, both written and verbal.
Ability to work collaboratively in a team environment.
Basic understanding of technical support principles and practices.
Willingness to learn and adapt to new technologies and processes.
Applicable certifications such as financial industry or AWS certifications (desired).
Previous experience in a technical support role (desired).
Familiarity with common software and hardware troubleshooting techniques (desired).

Benefits

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.
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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingsystem administrationCRMticketing systemknowledge base creationdocumentationproblem-solvingsoftware troubleshootinghardware troubleshooting

Soft Skills

customer satisfactioneffective communicationattention to detailcollaborationwillingness to learnadaptabilityteamwork

Certifications

undergraduate degreeAWS certificationfinancial industry certification