Associate Support Engineer at nCino

Responsibilities

• Maintain regular, clear communication with customers across multiple channels 
• (email, chat, phone, Zoom etc.).
• Become an expert in the nCino KYC Africa system, demonstrating advanced knowledge to address customer needs effectively.
• Perform ongoing configuration on the nCino KYC Africa system to adjust the application for customer needs
• Educate customers on new product features and functionalities, enhancing their experience with the system.
• Resolve product-related issues and concerns swiftly and efficiently.
• Proactively identify and address process gaps to improve customer satisfaction.
• Approach all tasks with dedication and a positive, energetic attitude.
• Collaborate across departments to solve customer issues when necessary

Qualifications

Required:

• Bachelor’s Degree in a relevant field or equivalent experience. A combination of education, experience, and superior performance is acceptable.
• 2+ years of experience in customer service, account management, or a similar role.
• Strong commitment to customer service and satisfaction, with a focus on delivering quality technical support.
• Exceptional problem-solving, decision-making, and interpersonal skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Basic Excel proficiency.
• High energy and a positive attitude, with the ability to manage multiple priorities and think creatively.
• Strong attention to detail, time management skills, and a driven, humbly confident 
• attitude.

Desired:

• Previous experience with Zendesk or similar customer service systems