Software Support Specialist I

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $45k - $55k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Ncontracts

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

☁️ SaaS

📋 Compliance

🏦 Banking

💰 Private Equity Round - Ncontracts on 2015-05

SaaS • Compliance • Banking

Ncontracts is a provider of integrated risk and compliance management software and services focused on financial institutions. Their SaaS platform offers enterprise risk management, compliance management (including AI-powered regulatory research and complaint categorization), vendor/third‑party risk management, audit and findings management, business continuity, cybersecurity assessments, and lending compliance (CRA, HMDA, 1071). Ncontracts serves banks, credit unions, mortgage lenders, fintechs and wealth managers, combining attorney-created knowledge bases, AI tools, and implementation/support services to help institutions manage regulatory obligations and third‑party risk.

📋 Description

• Interact with customers via telephone, chat, and email to provide software support for products and services • Manage and prioritize case loads based on multiple factors • Communicate with the development team and follow escalation processes when needed • Maintain departmental metrics, including first response rate, non-development case closure times, and CSAT • Provide education and basic training to clients on Ncontracts software modules • Answer and resolve incoming support requests in the support ticketing system • Document customer communications clearly and concisely • Provide detailed reports to the development team to assist with software bug resolution • Import and configure client data within Ncontracts software as needed • Work closely with development and account managers to build relationships and share knowledge • Solve customer problems, improve processes, and collaborate across departments

🎯 Requirements

• At least 3 years’ experience working in a client facing role • At least 1-2 years of support experience with a software company, preferably SAAS or FinTech • Experience with Salesforce Support or similar software preferred • Knowledge of Jira or other ticketing systems preferred • Risk/Compliance Management experience preferred • 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 • Legally authorized to work in the United States • Willingness to undergo a detailed background check if offered employment

🏖️ Benefits

• A fun, fast-paced work environment • 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