Customer Support Representative

🔥 1 hour ago

🇿🇦 South Africa – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 35 days.
• No salary listed.

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nCino, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💸 Finance

💳 Fintech

☁️ SaaS

Finance • Fintech • SaaS

nCino, Inc. is a financial technology company that provides cloud-based solutions for financial institutions. Its platform is designed to digitize and reengineer business processes in the commercial banking, consumer banking, mortgage, and small business sectors. By integrating data and people on a single platform, nCino enhances decision-making, risk management, and customer satisfaction. Notably, its nIQ, a generative AI banking advisor, assists financial institutions in streamlining operations and improving efficiency. With a strong focus on customer success and comprehensive support, nCino aims to usher in a new era of digital banking experiences.

📋 Description

• Serve as the first point of contact for inbound customer inquiries via phone, chat, email, and web form • Provide guidance on nCino solution lines using approved scripts, knowledge articles, and FAQs • Classify inquiries by issue type, solution line, and urgency • Route issues outside the role’s scope to the appropriate Support Engineering resource • Gather and record complete customer intake information • Document customer interactions, inquiries, and outcomes in CRM and ticketing systems • Monitor assigned queues and respond within established response-time targets and SLAs • Handle customer information according to confidentiality, data privacy, and information security policies • Flag gaps or inaccuracies in knowledge articles and support documentation • Report recurring inquiry patterns and emerging issues to team leadership • Perform routine administrative and data entry tasks • Complete training on nCino solutions, support tools, and customer service practices • Use approved AI-enabled tools for knowledge search, response assistance, and interaction summarization • Stay informed on AI advancements and participate in continuous learning

🎯 Requirements

• High school diploma or equivalent • Clear and professional written and verbal communication skills, including explaining information plainly to non-technical individuals • Attention to detail and accuracy in documentation and data entry • Ability to follow established procedures, scripts, and escalation paths consistently • Ability to remain composed, patient, and service-oriented in high-volume or emotionally charged customer interactions • Basic computer proficiency and ability to learn CRM, ticketing, and knowledge management systems • Ability to work collaboratively within a team environment • Willingness to work assigned shifts, including evenings, weekends, or holidays as needed • Ability to handle confidential customer information appropriately • Desired: one or more years of experience in customer service, call center, or help desk environment • Desired: exposure to financial services, mortgage, or lending operations • Desired: willingness to work from 6pm to 3am SAST • Desired: experience with CRM or ticketing systems such as Salesforce and Zendesk • Desired: familiarity with knowledge base tools and AI-assisted response tools • Desired: bilingual verbal and written communication skills • Desired: willingness to support inquiries across additional time zones or coverage windows

🏖️ Benefits

• Equal employment opportunities and nondiscrimination protections • Reasonable accommodations for qualified individuals with disabilities • AI application review opt-out option

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