Customer Support Administrator

| Bellevue

Nintex is easy, point-and-click workflow automation software to tackle everything from basic business functions to company-wide processes with a few clicks – not code – helping our customers become more efficient. We build software and cloud-based services that provide powerful, yet easy-to-use solutions. We’re growing rapidly. We’re a leader in our category. We’re an employer of choice.

The Nintex Customer Support team is a tight knit group that works with each other in a fast paced environment that focus on solving complex and challenging issues to provide excellent support for our customers. We are adding a new role: The Customer Support Administrator (CSA) who will manage the incoming case triage and case assignment process for the America’s team. They will provide quick responses and perform customer follow-up, monitor support queues, and overall Service Level compliance. The CSA 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.

What you will do:

  1. Triage new cases from customers via phone, email or Nintex Customer Central (customer portal). The CSA will treat customers and partners with respect and respond to issues in a timely manner.
  2. Assign triaged cases to the America’s Customer Support team. To accomplish this, the CSA must gain a proficiency in Salesforce and case object management, show attention to detail on capturing all metadata and required fields, and will organize their time to keep up with our fast-paced environment.
  3. 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.
  4. Proactively contact customers to provide updates, request for more information, or to verify resolution. To accomplish this, the CSA will utilize excellent written communication skills to concisely communicate with customers via Salesforce case comments.
  5. Manage and solve administrative support cases such as customer portal access issues.
  6. Follow existing business policies and procedures and make recommendations for improvement

To be successful we think you'll need:

  • 2 – 3 years’ experience in a customer service role, strong written and verbal communication skills.
  • 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.
  • Detailed and action oriented
  • Natural sense of urgency
  • Great written and verbal communication skills

Who We Are:

  • We improve the way people work
  • We provide powerful technology to transform how work gets done
  • We focus on the enduring success of our customers and partners
  • We make work easy
  • We move fast
  • We enjoy our work together
  • We have premium level benefits and a positive flexible work environment

When you make work flow, you help people get more done. With fewer hassles. In less time. You impact more companies in more ways. And make more of your career. We help companies do what they set out to do. It’s inspiring work, and it takes inspired thinkers like you. Work with us. Work Inspired.

Nintex participates in E-Verify for work authorization. We are an Equal Employment Opportunity Organization.

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Technology we use

  • Sales & Marketing
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Bellevue, WA

An Insider's view of Nintex

How does your team reward individual success?

Every quarter we prioritize employee recognition through our Nintex Impact Award, which allows a winning employee or team to work from any Nintex global office for one week with all expenses paid. Potential locations include Auckland, Dubai, London, and Melbourne, among others.

Karina

VP, Human Resources

How do you collaborate with other teams in the company?

Our company culture is highly collaborative. We work very closely between departments to ensure that our efforts are aligned and everyone is involved. The open floor plan encourages face-to-face conversations in addition to regularly scheduled alignment meetings.

Ray

Sr. Strategic Alliance Manager

How has your career grown since starting at the company?

In the three years I've been with Nintex, I've had the opportunity to take on many different responsibilities and roles which have helped me grow professionally. My manager acts as a constant advocate for me and has encouraged me to take on work that I'm incredibly passionate about.

Haley

Digital Marketing Manager

What is your vision for the company?

Our mission at Nintex is to improve the way people work through process management and automation. The success of our partners and customers is our ultimate goal, and we are continually innovating the Nintex Platform to deliver you the best in no-code process automation technology.

Eric Johnson

Nintex CEO

What are Nintex Perks + Benefits

Culture
Volunteer in local community
As part of our service program, Nintex Gives Back, employees have the opportunity to volunteer and donate to multiple local causes, such as Northwest Harvest and You Grow Girl.
Friends outside of work
Eat lunch together
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses.
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
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