Technical Support Specialist
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Job Description
Technical Support Specialist providing expert technical support at nCino. Responsible for troubleshooting complex product issues and serving as the first point of escalation for support personnel.
Responsibilities:
- Provide technical support to customers and other support personnel diagnosing, troubleshooting, repairing, and debugging nCino product issues
- Respond primarily to complex technical issues
- Apply nCino product knowledge to diagnose and troubleshoot complex technical issues
- Serve as the first point of escalation for field engineers and other support personnel
- Demonstrate intermediate technical knowledge of one or more nCino business solution lines
- Configure complex product functions to meet the requirements of customers
- Report design, reliability, and maintenance problems to internal stakeholders
- Deploy customer feature upgrades, product installation, and training
- Monitor and respond to support tickets in a timely manner
- Provide exceptional support to customers/users
- Apply knowledge centered methodology to create and maintain knowledge articles
- Participate in training sessions to stay updated on latest product information
- Contribute to project teams and other special assignments
Requirements:
- Undergraduate degree in Computer Science, Information Technology, Engineering, or a related field or equivalent education
- 2+ years of professional experience
- Exceptional problem-solving skills
- Excellent communication skills, both written and verbal
- Ability to work effectively in a team environment
- Foundational understanding of nCino product and/or software design components
- Customer-focused with a commitment to providing high-quality support
- nCino product training baseline or ability to obtain within first 6 months of employment
- Applicable certifications, such as microsoft sql
- Experience with SaaS products and services, and/or CRM systems
- Previous experience in a technical support role
Benefits:
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
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