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nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking.At nCino, we are dedicated to creating software that is changing the banking industry by helping bankers lend with confidence, efficiency, and transparency and better engage with their customers. Our Support Engineering department is a talented group of individuals who work closely together in case teams to support the successful adoption of nCino software at our financial institutions. Our departmental values are learning, collaboration, and fun, and those values guide us in balancing hard work with passion and enjoyment for what we do. As a member of the Support Engineer department, you will be responsible for providing excellent customer service to Financial Institutions who are leveraging the nCino Bank Operating System. You will be responsible for triaging any customer reported error messages, questions, and configuration enhancements. You will also be responsible for becoming an expert with the nCino Bank Operating System, serving as a subject matter expert across multiple features, and obtaining advanced Salesforce Certifications.Responsibilities
- Communicate regularly with customers via multiple channels
- Demonstrate advanced knowledge of the nCino Bank Operating System and configure our platform to nCino Gold Standards
- Enable customers self-service capabilities through nCino Community
- Prioritize, research, troubleshoot, and resolve customer reported error messages, questions, and configuration enhancements
- Apply Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process
- Analyze customer business processes and determine solutions
- Collaborate with groups across multiple departments when necessary
- Bachelor's Degree in related field or equivalent experience preferred
- 2 years of financial industry experience required; specifically a commercial or SBA credit underwriting background and familiarity of banking language and processes
- 2+ 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
- Knowledge of Salesforce
- SQL/SOQL or related Database Experience
- Certified Salesforce Administrator and/or Certified App Builder
- Bachelor Degree in Information Systems/Computer Science/ Information Technology or Related Field
- Experience with the Salesforce Platform, particularly supporting managed packages.