Software Support Specialist

Ncontracts • Brentwood, TN

200d • $45,000 - $55,000

About The Position

Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a six-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.

Requirements

• Experience with Salesforce Support or similar software preferred.
• Knowledge of Jira or other ticketing systems preferred.
• Risk/Compliance Management experience preferred.
• At least 3 years' experience working in a client facing role.
• At least 1-2 years of support experience with a software company, preferably SAAS or FinTech.

Nice To Haves

• 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.

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.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree