Software Support Specialist I at Ncontracts | Torre

Software Support Specialist I

You'll strengthen the financial industry by innovating risk management and compliance solutions.
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Full-time

Legal agreement: Employment

Compensation
USD45k - 55k/year
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Remote (anywhere)
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Shared by
Emma of Torre.ai
17 days ago

Requirements and responsibilities


WHO WE AREHeadquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.THE JOBTo 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.Essential FunctionsInteracts with customers via telephone, chat and/or e-mail to provide software support regarding our products and servicesManage case load by prioritizing based on multiple factors and communicate with development team; follow the escalation process when neededMaintain departmental metrics such as first response rate, non-dev case closure times, CSAT etc.Provide education/basic training to clients on Ncontracts software modulesResponsible for answering and resolving incoming support requests in support ticketing system; document communication clearly and conciselyProvide detailed reports to our development team to assist in the resolution for any bugs in the softwareProjects as needed: Import and configure client data within Ncontracts softwareCompetenciesExcellent writing skills and attention to detailExcellent verbal and coaching skillsProficiency with Microsoft OfficeAbility to work independently and consistently meet deadlinesAbility to handle multiple tasks with capability of prioritizingMust thrive in a fast-paced environmentRequirementsExperience with Salesforce Support or similar software preferredKnowledge of Jira or other ticketing systems preferredRisk/Compliance Management experience preferredRequired Education and ExperienceAt least 3 years’ experience working in a client facing role andAt least 1-2 years of support experience with a software company, preferably SAAS or FinTechWE OFFER ALL FULL-TIME TEAM MEMBERS:A fun, fast-paced work environmentResponsible PTO Plan that meets or exceeds state and local medical and family leave laws11 paid holidaysCommunity and social events to keep you connected and engagedMental Health BenefitsMedical, Dental and Vision insuranceCompany-paid Group Life Insurance, Short- and Long-Term DisabilityFlexible Spending Account & Health Savings AccountAflac Benefits – Critical Illness, Cancer Protection, & Hospital ChoicePet Insurance401 (k) with company match with eligibility on Day 1 of employment2 Paid Volunteer Time Off DaysAnd much more!*Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. AAP/EEO StatementNcontracts provides equal employment opportunities to all employees and applicants for employment and prohibits
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