Customer Support Representative

Job Summary

As a Customer Support Representative, you will serve as the first point of contact for customer inquiries across nCino's solution lines. You will listen to and document each inquiry, resolve straightforward questions using approved knowledge resources, and accurately route issues requiring technical investigation to the appropriate Support Engineering resource. This role is a launchpad into nCino's support career path, giving you broad exposure to our solutions, our customers, and the practices that define excellent support, while building the foundation for growth into more specialized, technical roles.

Responsibilities

• Serve as the first point of contact for inbound customer inquiries received by phone, chat, email, and web form, delivering a courteous and professional experience on every interaction.

• Respond to inquiries relating to nCino's solution lines, providing guidance within the boundaries of approved scripts, knowledge articles, and frequently asked questions.

• Classify each inquiry accurately by issue type, solution line, and urgency; recognize when it falls outside the scope of this role; and route it promptly to the correct Support Engineering resource in accordance with documented triage and escalation procedures, rather than attempting technical diagnosis or resolution.

• Gather and record complete and accurate intake information, including customer identifiers, issue description, and steps already taken, so that receiving teams can begin work without rework or recontact.

• Document all customer interactions, inquiries, and outcomes in the customer relationship management (CRM) and ticketing systems, following standard practices for data accuracy and completeness.

• Monitor assigned queues and respond within established response-time targets, supporting the team in meeting service-level agreements (SLAs).

• Handle customer information in accordance with nCino's confidentiality, data privacy, and information security policies.

• Identify and flag gaps, inaccuracies, or unclear guidance in knowledge articles and support documentation for review by Support Engineering.

• Recognize and report recurring inquiry patterns and emerging issues to team leadership.

• Perform routine administrative and data entry tasks supporting the support organization as assigned.

• Complete required training to build foundational familiarity with nCino's solution lines, support tools, and customer service practices.

• Use approved AI-enabled tools, including knowledge search, response assistance, and interaction summarization, to improve accuracy, reduce handling time, and minimize errors, escalating feedback to a person when the tool's guidance is unclear or does not apply to improve accuracy and the customer experience.
• Stay informed on AI advancements to drive continuous learning and scalable growth opportunities.
• Participate in continuous learning to stay current on nCino solutions, support tools, and service practices.

Qualifications

Required:

• High school diploma or equivalent.

• Clear and professional written and verbal communication skills, including the ability to explain information plainly to individuals who are not technical practitioners.

• Attention to detail and accuracy in documentation and data entry.

• Ability to follow established procedures, scripts, and escalation paths consistently.

• Ability to remain composed, patient, and service-oriented in high-volume or emotionally charged customer interactions.

• Basic computer proficiency, including the ability to learn and navigate CRM, ticketing, and knowledge management systems.

• Ability to work collaboratively within a team environment.

• Willingness to work assigned shifts, which may include evenings, weekends, or holidays based on business coverage needs.

• Ability to handle confidential customer information appropriately.

Desired:

• One or more years of experience in a customer service, call center, or help desk environment.

• Exposure to financial services, mortgage, or lending operations.

• Experience using CRM or ticketing systems such as Salesforce and Zendesk.

• Familiarity with knowledge base tools and AI-assisted response tools.

• Bilingual verbal and written communication skills.

• Willingness to support inquiries across additional time zones or coverage windows.