Technical Customer Support Associate
Job Description
About 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.
At Narmi, how we work is just as important as what we build. We call this The Narmi Standard:
High Ceiling: You go beyond the obvious, take initiative, and hold yourself to high standards with care.Low Ego: You put the mission above ourselves, share credit freely, and lead with curiosity.Alignment to Mission: You believe that helping community financial institutions win against Mega Banks and FinTechs is a worthy endeavor, and will use that belief as a northstar to anchor your efforts to that goal.High Commitment: You follow through, roll up your sleeves, and keep the bar high for yourself and others.What you'll do:
Provide front-line support for Narmi CustomersCommunicate with customers to efficiently resolve questions and issuesConduct troubleshooting to investigate or recreate technical inquiriesAct as a subject matter expert for Narmi products, providing information and empowering customers with available self-service toolsUnderstand 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 experienceEscalate customer feedback when needed to build upon internal awareness of financial institution staff and end user experiencesWhat you'll bring:
2-3+ years in a technical customer support roleAbility to effectively prioritize and execute tasks in a fast-paced, high-pressure environmentDemonstrated thoroughness and accuracy when tackling tasksExperience navigating ambiguity and problem-solvingExcellent communication skills and comfort in customer-facing conversationsB.A. or B.S. degree
PreferredPrior SaaS-based technology, financial services, and/or digital banking experienceFamiliarity with SaaS based infrastructure and interpreting payload logs, error handling, etc. to diagnose issuesPST or MT timezone to cover West Coast customersWhat you can expect:
Work cross-functionally within a collaborative team across Delivery, Customer Success, Engineering and ProductContribute directly to the success of financial institutions leveraging Narmi to provide digital experiences to their end usersJoin a growing fintech that values team member growth, collaboration, ownership, and thoughtful execution