Customer Support Representative

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Act as the primary point of contact for incoming customer inquiries through phone, chat, email, and web forms.

• Offer guidance on nCino solution lines utilizing approved scripts, knowledge articles, and frequently asked questions.

• Categorize inquiries based on issue type, solution line, and urgency.

• Direct issues that fall outside the role’s scope to the suitable Support Engineering resource.

• Collect and document thorough customer intake information.

• Record customer interactions, inquiries, and outcomes in CRM and ticketing systems.

• Monitor designated queues and respond within established response-time targets and service level agreements (SLAs).

• Manage customer information in accordance with confidentiality, data privacy, and information security policies.

• Identify gaps or inaccuracies in knowledge articles and support documentation.

• Report recurring inquiry trends and emerging issues to team leadership.

• Execute routine administrative and data entry duties.

• Complete training on nCino solutions, support tools, and customer service methodologies.

• Utilize approved AI-enabled tools for knowledge searches, response support, and interaction summarization.

• Remain updated on advancements in AI and engage in ongoing learning.

⛳️ Requirements

• High school diploma or equivalent credentials.

• Strong and professional written and verbal communication abilities, including the capacity to explain information clearly to non-technical audiences.

• Keen attention to detail and accuracy in documentation and data entry.

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

• Ability to maintain composure, patience, and a service-oriented attitude during high-volume or emotionally charged customer interactions.

• Basic computer skills and the ability to learn CRM, ticketing, and knowledge management systems.

• Ability to collaborate effectively within a team environment.

• Willingness to work assigned shifts, which may include evenings, weekends, or holidays as required.

• Ability to manage confidential customer information appropriately.

• Preferred: one or more years of experience in customer service, call center, or help desk settings.

• Preferred: exposure to financial services, mortgage, or lending operations.

• Preferred: willingness to work from 6 PM to 3 AM SAST.

• Preferred: experience with CRM or ticketing systems such as Salesforce and Zendesk.

• Preferred: familiarity with knowledge base tools and AI-assisted response tools.

• Preferred: bilingual verbal and written communication skills.

• Preferred: willingness to support inquiries across additional time zones or coverage windows.

🏝️ Benefits

• Equal employment opportunities and nondiscrimination protections.

• Reasonable accommodations for qualified individuals with disabilities.

• Option to opt-out of AI application review.