Customer Support Administrator

About Nintex: 

At Nintex, we are transforming the way people work, everywhere.  

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people's curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go. 

About the role: 

The Customer Support Administrator is responsible for managing the incoming case triage and case assignment process. You will provide quick responses and perform customer follow-up, monitor support queues, and overall Service Level compliance. You will have a constant sense of urgency, be detailed, action oriented, and a great communicator with a natural sense of customer empathy and someone who gets high personal satisfaction from seeing issues all the way through to closure to a customer's ultimate satisfaction.  

Your contribution will be:  

Support Case Triage: Triage new cases from customers via phone, email or chat. Assign triaged cases to the Customer Support team. Monitor all support queues and reporting for any gaps in follow-up or communication with customers and follow-up with the appropriate customer support staff to ensure cases are responded to in a timely manner and in meeting service level agreements (SLA's). This will require strong collaborative relationships with the customer support staff to ensure timely follow-up on all case issues.  

Customer Engagement and Ambassordship: The customers must be the central focal point in all interactions and you will act as the voice of the customer in all interactions ensuring all defined SLA's are adhered to ensure their continued success through proactive engagement.  In this role you must know your customer. Be able to identify the customer's technical ability and customize messaging to ensure the customer has a clear understanding of what is being conveyed to them. Use clear and concise verbal and written styles to reduce customer effort. Anticipate follow-up questions and provide additional documentation to proactively answer ancillary questions or future issues.   

Replications and Product Expertise: You will use company tools to replicate customer scenarios, and resolve administrative support cases for accessing company portals. You will use company and third-party training sites to grow you own knowledge and stay at the forefront of software technology stacks used by Nintex and its customers and become a subject matter expert.  On completion of all cases participate in knowledge base creation for internal and external consumption to reduce future in-bound case volume and same case issues.  

Team success: Customer success starts with great teammate success. Take part in all team meetings sharing ideas and knowledge to grow the effectiveness of the overall global support department.  

To be successful, we think you need: 

2 – 3 years' experience in a customer service role in a technical company Prior experience with Salesforce or equivalent CRM system.  Empathy for customers and the Customer Support team with a proven ability to drive action with the Customer Support team without causing friction.  Ability to work independently and in a team environment.  Natural sense of urgency  Great written and verbal communication skills  

What's in it for you? 

Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is a hybrid role in our local Nintex office.

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including 

Global Gratitude and Recharge DaysFlexible, paid time off policyEmployee wellness programs and counseling resourcesMeaningful peer recognition and awardsPaid parental leaveInvention/patenting assistanceCommunity impact, paid volunteer time, and opportunitiesIntercultural learning and celebrationMultiple tools through which to learn and grow, and an incredible global community 

View more about our benefits here:  

Equity Statement: Preference will be given to People Living with Disability who are members of the designated groups in line with the Employment Equity Plan and Targets of the Company.

---