Associate Support Engineer – Level 3
nCino, Inc.
full-time
Posted on:
Location Type: Remote
Location: South Africa
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Tech Stack
About the role
- 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 the documentation of customer interactions, issues, and resolutions in a customer relationship management (CRM) and/or ticketing system
- Maintain a high level of customer satisfaction through effective communication and timely resolution of issues
- Demonstrate basic knowledge of the nCino solution line
- 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
- Leverage AI tools and techniques to enhance work efficiency and optimize business operations by automating routine tasks to improve accuracy, save time, and minimize errors
- Utilize AI-driven insights to refine decision-making, elevate customer experience, and boost team productivity while ensuring its application provides measurable value, driving innovation and smarter ways of working
- Stay informed on AI advancements to drive continuous learning and scalable growth opportunities
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
- Previous experience in a technical support role
Benefits
- Equal employment opportunities
- Reasonable accommodations for persons with disabilities
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportsystem administrationtroubleshootingcustomer relationship managementknowledge base creationAI toolsAI-driven insightsservice-level agreementsdocumentationproblem-solving
Soft Skills
communicationcollaborationattention to detailadaptabilitycustomer satisfactionteamworkfeedback provisioncontinuous learningtime managementinnovation
Certifications
undergraduate degreefinancial industry certificationAWS certification