Software Support SpecialistRemote | Client Services | Full-TimeWHO WE ARENcontracts 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 visit www.ncontracts.com or follow the company on LinkedIn and Twitter .THE ROLETo support Ncontracts continued expansion, were 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 customers 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 WILLInteracts 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 accordingly; 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 softwareYOU BRINGExcellent 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 environmentBONUSExperience with Salesforce Support or similar softwareKnowledge of Target Process or other ticketing systemsRisk/Compliance Management experienceWE OFFERA 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!Compensation InformationPursuant 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 StatementNcontracts 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 DutiesPlease 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.#J-18808-Ljbffr

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