Company: nCino
Division: Global Customer Support & Engineering Operations
Industry: Financial Technology (FinTech) / Cloud Banking Software
Location: Johannesburg, Gauteng / Remote (South Africa)
Position Type: Full-Time Permanent
Career Level: Entry-Level / Early Career (Support Launchpad)
Posted Date: September 2026
Closing Date: 30 October 2026
About nCino & The Support Launchpad
nCino is a global leader in cloud banking software, transforming financial services through innovation across lending, mortgage, and corporate banking solutions.
nCino is seeking a customer-centric Customer Support Representative based in Johannesburg or Remote within South Africa. Serving as the foundational entry point into nCino’s support career path, this role acts as the first line of contact for global financial institution clients. You will handle inbound inquiries, resolve entry-level questions using AI-enabled knowledge bases, and route technical issues to Support Engineers, establishing a pathway toward specialized FinTech technical roles.
Key Responsibilities & Daily Deliverables
The Customer Support Representative will execute daily operations across four core functional areas:
1. Omnichannel Intake & First-Line Support
- Customer Engagement: Act as the first point of contact for customer inquiries received via phone, live chat, email, and web submission forms.
- Guided Resolution: Provide prompt assistance on nCino solution lines using approved scripts, knowledge articles, and FAQs.
2. Ticket Triage & Escalation Management
- Accurate Classification: Categorize incoming support tickets by issue type, product line, and urgency level.
- Prompt Escalation: Route complex technical defects and code-level inquiries directly to Support Engineering teams without attempting unauthorized diagnosis.
- Data Capture: Record complete intake details (customer ID, issue description, replication steps) to eliminate rework for receiving engineering teams.
3. Systems, SLA & Knowledge Management
- CRM Documentation: Log and update all customer interactions, inquiries, and resolution status in CRM/ticketing systems (Salesforce / Zendesk).
- SLA Compliance: Monitor assigned support queues to meet strict response-time targets and Service Level Agreements (SLAs).
- Knowledge Base Enhancement: Identify gaps or inaccuracies in knowledge articles and flag them for engineering review.
4. AI Tool Adoption & Process Optimization
- AI Utilization: Utilize approved AI-assisted tools for knowledge searches, automated response assistance, and case summarization to enhance handling efficiency.
- Pattern Recognition: Identify and report recurring inquiry trends or systemic platform issues to team leadership.
Candidate Profile & Minimum Entry Requirements
To qualify for consideration for this role at nCino, candidates must meet the following criteria:
- Educational Qualifications:
- Matric / High School Diploma or equivalent (Essential).
- Experience Requirements:
- Entry-level candidates welcomed; 1+ years of experience in customer service, call centre, or IT helpdesk environment (Highly Desirable).
- Exposure to financial services, commercial lending, mortgage, or banking operations (Advantageous).
- Experience using CRM/ticketing platforms such as Salesforce or Zendesk (Advantageous).
- Technical & Soft Skills:
- Basic computer literacy with the ability to quickly learn cloud software platforms.
- Familiarity with AI-assisted tools, knowledge bases, or chatbot integrations (Advantageous).
- Excellent written and verbal English communication skills with clear, non-technical explanation abilities.
- Operational Requirements:
- Willingness to work assigned coverage shifts, which may include evenings, weekends, or holidays based on global business needs.
- Strict adherence to data privacy, confidentiality, and information security standards.
What nCino Offers
- FinTech Career Launchpad: Structured career growth pathway into specialized Support Engineering and Technical Account Management roles.
- Flexible Work Model: Options for hybrid office attendance in Johannesburg or full remote work within South Africa.
- Global FinTech Exposure: Gain hands-on exposure to cloud banking technology, Salesforce-native platforms, and cutting-edge AI customer tools.
Career Advice for nCino Applicants
- Highlight Ticketing & AI Experience: Feature any past exposure to Salesforce, Zendesk, or AI-driven customer support tools on page 1 of your CV.
- Emphasize Precision & Triage Skills: Highlight your ability to follow structured procedures, classify support tickets, and document data accurately.
- Detail Financial/SaaS Familiarity: If you have prior experience with banking, credit software, or tech helpdesks, feature this prominently in your cover letter.
Sample Customer Support Interview Questions
Ticket Triage & Customer Service Composure
- Question (Triage & Escalation): “How do you handle a situation where a customer demands an immediate technical fix for an issue that falls outside your technical scope and requires Support Engineering?”
- Question (SLA & Multi-Tasking): “How do you maintain intake accuracy and thorough CRM documentation while managing high queue volumes under strict SLA targets?”
How to Apply
Submit your application directly through the official nCino careers portal:
- Company: nCino
- Position: Customer Support Representative
- Location: Johannesburg, Gauteng / Remote (South Africa)
- Closing Date: 30 October 2026