Technical Customer Support Associate - West Coast

• The role: We're looking for a customer-obsessed, detail-orientated

Technical Customer Support Associate

to help us deliver best-in-class support to our growing customer base. Customers are the lifeblood of Narmi, and our team is filled with colleagues looking to delight customers throughout the Narmi customer journey.  Our team puts Service at the heart of everything we do.
This is an external-facing role which will communicate directly with customers and collaborate regularly within our internal Delivery, CS, Engineering and Product teams. This role is ideal for someone who is collaborative, solutions oriented and familiar with supporting customers in financial services, fintech or other SaaS-based solutions. 

• What you’ll do:

Provide front-line support for Narmi Customers

• Communicate with customers to efficiently resolve questions and issues
• Conduct troubleshooting to investigate or recreate technical inquiries
• Act as a subject matter expert for Narmi products, providing information and empowering customers with available self-service tools
• Understand financial institution staff and end user needs to offer best-in-class guidance and support to maximize user experience, platform adoption and value

 

Impact an evolving support team and digital platform

• Identify and advocate for opportunities to improve the customer support and product experience
• Escalate customer feedback when needed to build upon internal awareness of financial institution staff and end user experiences

• What you’ll bring:

Required

• 2-3+ years in a technical customer support role
• Ability to effectively prioritize and execute tasks in a fast-paced, high-pressure environment
• Demonstrated thoroughness and accuracy when tackling tasks
• Experience navigating ambiguity and problem-solving
• Excellent communication skills and comfort in customer-facing conversations
• PST or MT timezone to cover West Coast customers
• B.A. or B.S. degree

 

Preferred

• Prior SaaS-based technology, financial services, and/or digital banking experience
• Familiarity with SaaS based infrastructure and interpreting payload logs, error handling, etc. to diagnose issues

• Location: Pacific Time Zone shift coverage; Location preference for Salt Lake City, UT or Phoenix, AZ metro areas, with consideration in any of the following: WA, OR, CA, AZ, UT, CO, ID, MT, WY, NM