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Customer Support Representative

3 hours, 28 minutes ago
South Africa
Full-time
Entry Level
Customer Support
Customer and Technical Support
Salesforce
Apply Now
nCino

nCino

nCino is the global leader in cloud banking, providing scalable technology for financial institutions to drive growth, efficiency, and compliance while prioritizing innovation and customer experience.

Diversified Financial Services
1K-5K
Founded 2012
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Description

  • Handle inbound customer inquiries by phone, chat, email, and web form.
  • Provide guidance using approved scripts, knowledge articles, and FAQs.
  • Classify inquiries by issue type, solution line, and urgency, then route technical issues according to escalation procedures.
  • Collect and document complete customer and issue information for receiving teams.
  • Record interactions, inquiries, and outcomes in CRM and ticketing systems.
  • Monitor assigned queues and meet established response-time targets and SLAs.
  • Protect customer information in accordance with confidentiality, privacy, and security policies.
  • Identify gaps in support documentation and report recurring inquiry patterns or emerging issues.
  • Use approved AI-enabled tools for knowledge search, response assistance, and interaction summarization.
  • Complete training and ongoing learning on nCino solutions, support tools, and service practices.

Requirements

  • High school diploma or equivalent.
  • Clear, professional written and verbal communication skills, including the ability to explain information to nontechnical customers.
  • Strong attention to detail and accuracy in documentation and data entry.
  • Ability to consistently follow procedures, scripts, and escalation paths.
  • Ability to remain patient, composed, and service-oriented during high-volume or difficult interactions.
  • Basic computer proficiency and ability to learn CRM, ticketing, and knowledge management systems.
  • Ability to collaborate effectively in a team environment.
  • Ability to work assigned shifts, including evenings, weekends, or holidays as needed.
  • Ability to handle confidential customer information appropriately.
  • One or more years of customer service, call center, or help desk experience preferred.
  • Exposure to financial services, mortgage, or lending operations preferred.
  • Experience with Salesforce, Zendesk, knowledge base tools, or AI-assisted response tools preferred.
  • Bilingual written and verbal communication skills preferred.
  • Willingness to support additional time zones or coverage windows preferred.

Interested in this position?

Apply directly on the company website

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