Associate Support Engineer

nCino   •  

Wilmington, NC

Not Specified years

Posted 238 days ago

This job is no longer available.

Responsibilities

  • Learn the nCino Bank Operating System, become Salesforce certified with at least two certifications, and obtain general banking knowledge
  • Serve as Primary Support Engineer for one or more customers and hold weekly case calls
  • Communicate regularly with your customers via case, email and phone to ensure satisfaction with the nCino product
  • Analyze customer business processes and solution based on platform functionality
  • Research, troubleshoot, replicate and resolve customer reported error messages, questions, and configuration enhancements
  • Implement new features, feature enhancements, and major/minor releases in customer environments
  • Deliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfaction
  • Continuously meet and exceed your customer’s SLAs for case response, customer communication, and resolution time
  • Apply Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process
  • Consult with the customer on nCino Gold Standards for feature implementation, usage and optimization
  • Collaborate with Product Development, Data Services and Customer Success Managers when necessary

 
Qualifications

Required:

  • Bachelor’s degree or equivalent experiencepreferred
  • 0+ years functional experience, or combination of experience, education, and extraordinary performance
  • Demonstrated dedication to customer service, customer satisfaction, and quality technical case work
  • Excellent problem solving, decision-making, and interpersonal skills
  • Excellent verbal and written communication skills for technical and non-technical audiences

Desired:

  • Knowledge of Salesforce
  • SQL/SOQL or related DatabaseExperience
  • Certified Salesforce Administrator and/or Certified App Builder
  • BachelorDegree in Information Systems/Computer Science/ Information Technology or Related Field
  • Experience with the Salesforce Platform, particularly supporting managed packages.