Software Support Specialist

April 10

Ncontracts

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Risk management and compliance software purpose built for financial services organizations.

Financial Enterprise Risk Management • Vendor Risk Management • Organizational Risk Management • Compliance Risk Management • Cyber Risk Management

201 - 500

Description

• Interacts with customers via telephone, chat and/or e-mail to provide software support regarding our products and services • Manage case load by prioritizing based on multiple factors and communicate with development team accordingly; follow the escalation process when needed • Maintain departmental metrics such as first response rate, non-dev case closure times, CSAT etc. • Provide education/basic training to clients on Ncontracts software modules • Responsible for answering and resolving incoming support requests in support ticketing system; document communication clearly and concisely • Provide detailed reports to our Development team to assist in the resolution for any bugs in the software • Projects as needed: Import and configure client data within Ncontracts software

Requirements

• Excellent writing skills and attention to detail • Excellent verbal and coaching skills • Proficiency with Microsoft Office • Ability to work independently and consistently meet deadlines • Ability to handle multiple tasks with capability of prioritizing • Must thrive in a fast-paced environment • Experience with Salesforce Support or similar software (Bonus) • Knowledge of Target Process or other ticketing systems (Bonus) • Risk/Compliance Management experience (Bonus)

Benefits

• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws • 11 paid holidays • Community and social events to keep you connected and engaged • Mental Health Benefits • Medical, Dental and Vision insurance • Company-paid Group Life Insurance, Short- and Long-Term Disability • Flexible Spending Account & Health Savings Account • Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice • Pet Insurance • 401 (k) with company match with eligibility on Day 1 of employment • 2 Paid Volunteer Time Off Days • And much more!