Software Support Specialist I

Job description

**WHO WE ARE** Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As an eight-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 JOB** 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. **Essential Functions** - 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; 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 **Competencies** - 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 **Requirements** - Experience with Salesforce Support or similar software preferred - Knowledge of Jira or other ticketing systems preferred - Risk/Compliance Management experience preferred **Required Education and Experience** - 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 **WE OFFER ALL REGULAR FULL-TIME TEAM MEMBERS:** - 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! *\*Part-Time and Contractor positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. Full-time temporary employees are eligible for certain group benefits after a waiting period; specific eligibility timing will be provided at the time of offer.* **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.