Technical Customer Support Associate

Job Description

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 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:

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

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

PST or MT timezone to cover West Coast customers

What you can expect:

Work cross-functionally within a collaborative team across Delivery, Customer Success, Engineering and Product

Contribute directly to the success of financial institutions leveraging Narmi to provide digital experiences to their end users

Join a growing fintech that values team member growth, collaboration, ownership, and thoughtful execution