Customer Support Representative

nCino, Inc.

. Serve as the first point of contact for inbound customer inquiries via phone, chat, email, and web form .

Posted 11/10/2026full-timeRemote • South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in customer service practices, including effective communication and documentation skills. Capable of utilizing CRM and ticketing systems while adhering to confidentiality and data privacy policies.

Highest-signal resume keywords

Customer Service ExperienceCRM ProficiencyAttention To DetailEffective Communication SkillsKnowledge Management Tools Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM SystemsTicketing SystemsData EntryKnowledge Base ToolsAI-Assisted Response Tools

Soft Skills

Clear CommunicationService OrientationPatienceCollaborationAttention To Detail

Tools & Technologies

SalesforceZendeskNCino Solutions

Industry Keywords

Financial ServicesMortgage OperationsLending OperationsCustomer InquiriesData Privacy

About the role

Key responsibilities & impact

Serve as the first point of contact for inbound customer inquiries via phone, chat, email, and web form
Provide guidance on nCino solution lines using approved scripts, knowledge articles, and FAQs
Classify inquiries by issue type, solution line, and urgency
Route issues outside the role's scope to the appropriate Support Engineering resource
Gather and record complete customer intake information
Document interactions, inquiries, and outcomes in CRM and ticketing systems
Monitor assigned queues and respond within established response-time targets and SLAs
Handle customer information according to confidentiality, data privacy, and information security policies
Flag gaps or inaccuracies in support documentation
Report recurring inquiry patterns and emerging issues to team leadership
Perform routine administrative and data entry tasks
Complete required training on nCino solutions, support tools, and customer service practices
Use approved AI-enabled tools for knowledge search, response assistance, and interaction summarization
Stay informed on AI advancements and participate in continuous learning

Requirements

What you’ll need

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
One or more years of experience in a customer service, call center, or help desk environment (desired)
Exposure to financial services, mortgage, or lending operations (desired)
Experience using CRM or ticketing systems such as Salesforce and Zendesk (desired)
Familiarity with knowledge base tools and AI-assisted response tools (desired)
Bilingual verbal and written communication skills (desired)
Willingness to support inquiries across additional time zones or coverage windows (desired)

Benefits

Comp & perks

Equal employment opportunities and nondiscrimination protections
Reasonable accommodations for persons with disabilities
AI-powered Talent Matching tool with the option to opt out