Job title : Support Engineer
Job Location : Gauteng, Johannesburg
Deadline : July 14, 2024
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Responsibilities
- Learn the nCino Bank Operating System, become Salesforce.com 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
- Analyse 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
- Team members will be required to participate in the on-call rotation
Qualifications
Required:
- Bachelor’s degree or equivalent experience preferred
- 2+ years functional experience, or combination of experience, education
- 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 Database Experience
- Certified Salesforce Administrator and/or Certified App Builder
- Bachelor’s degree in information systems/computer science/ information technology or Related Field
- Experience with the Salesforce Platform, particularly supporting managed packages.
How to Apply for this Offer
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