NarmiSalt Lake City, UTJul 24

Technical Customer Support Associate

Provide front-line technical support to financial institutions using Narmi's digital banking platform. Troubleshoot issues, act as product SME, advocate for improvements, and collaborate with Delivery, CS, Engineering and Product teams. Requires 2+ years technical support experience, BA/BS, and PST/MT timezone.

Salary not listed

Remote2+ YOESupport Engineering

About the role

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

Skills

technical customer supportTroubleshootingsaas infrastructurepayload logserror handlingFinancial Servicesdigital bankingcustomer communication

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