Software Support Specialist

Summary

Join Ncontracts, a leading provider of integrated risk management and compliance solutions, as a Software Support Specialist! In this remote, full-time role, you will provide exceptional support to our clients through various channels, including phone, chat, and email. Collaborate with development and account management teams to ensure seamless client experiences and continuous knowledge sharing. You will manage caseloads, track key metrics, and provide training to clients on our software modules. This position requires strong problem-solving skills, excellent communication abilities, and a passion for helping others. Ncontracts offers a supportive and dynamic work environment with a comprehensive benefits package.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• Experience with Salesforce Support or similar software preferred
• Knowledge of Jira or other ticketing systems preferred
• Risk/Compliance Management experience preferred

Benefits

• 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