Software Support Specialist

Software Support Specialist
Remote | Client Services | Full-Time

WHO WE ARE

Ncontracts provides comprehensive vendor, compliance, risk management, and lending compliance solutions to a rapidly expanding customer base of over 4,000 financial institutions in the United States. We help financial institutions achieve their compliance and risk management goals with a powerful combination of user-friendly, cloud-based software and expert services. Our solution suite encompasses the complete lifecycle of risk, including vendor management, enterprise risk management, business continuity, compliance, audit and findings management, and cybersecurity. The company was named to the Inc. 5000 fastest-growing private companies in America for the fifth consecutive year. For more information visitwww.ncontracts.comor follow the company onLinkedInandTwitter.

THE ROLE
To support Ncontracts continued expansion, we’re looking for a talented and service-minded Software Support Specialist to join our dispersed US team.

This individual is tasked to provide support to our customers through all available support channels such as chat, phone, email, and other various communication platforms. You will work closely with development and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with our company, so it is important to provide great support with the ability to quickly earn our customer’s trust.

We strive to provide an effortless experience to our customers through problem solving, improvement in our processes, and collaboration within and across departments. The perfect fit will be someone that loves to help people and has a knack for solving complex issues or finding workarounds to everyday problems.

YOU WILL

• Interacts with customers via telephone, chat and/or e-mail to provide software support regarding our products and services
• Manage case load by prioritizing based on multiple factors and communicate with development team accordingly; follow the escalation process when needed
• Maintain departmental metrics such as first response rate, non-dev case closure times, CSAT etc.
• Provide education/basic training to clients on Ncontracts software modules
• Responsible for answering and resolving incoming support requests in support ticketing system; document communication clearly and concisely
• Provide detailed reports to our Development team to assist in the resolution for any bugs in the software
• Projects as needed: Import and configure client data within Ncontracts software

YOU BRING

• At least 3 years’ experience working in a client facing role and
• At least 1-2 years of support experience with a software company, preferably SAAS or FinTech
• Excellent writing skills and attention to detail
• Excellent verbal and coaching skills
• Proficiency with Microsoft Office
• Ability to work independently and consistently meet deadlines
• Ability to handle multiple tasks with capability of prioritizing
• Must thrive in a fast-paced environment

BONUS

• Experience with Salesforce Support or similar software
• Knowledge of Target Process or other ticketing systems
• Risk/Compliance Management experience
  

WE OFFER

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days
• And much more!
  

Compensation Information

Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $45,000 to $55,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.

AAP/EEO Statement

Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.