nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking. As a member of the Platinum Support Team, this position entails delivering outstanding service during specified weekend hours (Friday 10 am - 8 pm, Saturday/Sunday 8 am - 8 pm EST). Responsibilities include managing customer-reported error messages, responding to inquiries, and facilitating configuration improvements. Operating independently, you'll ensure that nCino consistently meets or exceeds support level agreements for AMER BOS customers, focusing on the Platinum Support program and high-severity cases. You may also provide assistance to customers outside the AMER region as needed. Transitioning to a broader role covering all feature teams, you're expected to maintain high productivity and exceptional performance, even on weekends. This role emphasizes governance reporting and proactive support, encompassing multiple nCino solutions. Additionally, you'll be tasked with achieving expert proficiency in the nCino Bank Operating System, serving as a subject matter expert across various features, and obtaining advanced Salesforce Certifications. ResponsibilitiesDemonstrate advanced knowledge of the nCino Bank Operating System. Become Salesforce certified with at least four certifications. Obtain KCS Fundamentals Certification. Obtain advanced banking knowledge.Analyze customer business processes and solution based on platform functionalityResearch, troubleshoot, replicate and resolve customer reported error messages, questions, and configuration enhancementsImplement features of high complexity, feature enhancements, and major/minor releases in customer environmentsDeliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfactionServe as a Subject Matter Expert across multiple features. Reviews PDI submissions for technical accuracy and best practices, create accelerators and participate in the creation and maintenance of feature guidesWorks closely with product manager on roadmap prioritization and associated PDI Continuously meet and exceed your customer’s SLAs for case response, customer communication, and resolution timeApply Knowledge Centered Service (KCS) methodology to capture, structure, reuse and improve articles as part of case management processCollaborate with customers and partners in nCino Community to share best practicesServe as KCS Coach responsible for reviewing and publishing articlesConsult with the customer on nCino Gold Standards for feature implementation, usage and optimizationUpdate and own Gold Standard DocumentationCollaborate with Product Development, Data Services and Customer Success Managers when necessaryLead internal onboarding training, customer & partner training, webinars, and nSight TrainingQualificationsRequired:Bachelor’s degree or equivalent experience preferred4+ years functional experience, or combination of experience, education, and extraordinary performancePerform advanced troubleshooting involving reviewing and comprehending debug log code to identify managed package vs customization errors. Ability to provide developer support to include intermediate SOQL queries and developer scripts. Demonstrated dedication to customer service, customer satisfaction, and quality technical case workProficiency in one or more programming language and related toolsExcellent problem solving, decision-making, and interpersonal skillsExcellent verbal and written communication skills for technical and non-technical audiences If you thrive in a high-energy, entrepreneurial environment, we invite you to share your passion, ideas and excitement at nCino. nCino provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, genetics or other protected groups. In addition to federal law requirements, nCino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.nCino is committed to the full inclusion of all qualified individuals. As part of this commitment, nCino will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at recruiting@ncino.com. Our commitment to inclusion and equality includes a strong belief that the diversity of our team is instrumental to our success. We strive to create workplaces where employees are empowered to bring their authentic selves to work.
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