Customer Support Associate

Summary

Join Snapdocs, a rapidly growing company revolutionizing the mortgage market, as a Customer Support Associate. You will be responsible for managing new order creation, providing phone and email support to notary users, and ensuring efficient order processing. This role requires strong customer service skills, the ability to learn new systems, and attention to detail. You will work in a fast-paced environment, handling multiple tasks and collaborating with a team. Snapdocs offers excellent benefits, including comprehensive health insurance, 401k matching, paid parental leave, and a flexible time off policy.

Requirements

• High school diploma required
• A minimum of 1-2 years of related customer service experience, including phones and emails
• Strong written and verbal communication skills
• Ability to learn new computer system applications

Responsibilities

• Ensure manual orders are submitted into our platform for clients to ensure the other operational teams can manage
• Phone and Email Support specific to our Notary users
• Ensure manual orders are submitted for clients quickly, efficiently, and without error
• Act as the back up defense for inbound phone calls
• Own the Hubspot New Order and Notary Support queues and answer all tickets within SLA
• Follow-up on status of New, Open, and On-Hold Tickets same day or daily (if needed)
• Support all users including: Settlement Agents, Escrow Officers, Notaries, and Consumers as needed
• Surface themes in support tickets to help us reduce overall contact rate
• Once fully up to speed, there will be time to assist with projects like building out support resources along with other various ad-hoc support projects
• Maintains regular and punctual attendance
• Works overtime as assigned
• Works cooperatively with others
• Works in a remote (quiet environment)
• Has a functioning high-speed internet connection
• Complies with all company policies and procedures
• Shows up to meetings on time, ready to listen & participate
• Manages a calendar/schedule and raises concerns to managers if there is a conflict

Preferred Qualifications

• Empathetic & patient; has the ability to see things from others perspective, especially when problems arise
• Positive with a natural drive to help people, must be customer service oriented
• Curious and has a learning mindset; eager for feedback
• Ability to multitask, stay focused and self-manage in a fast paced environment where change is prevalent
• Detail oriented
• Thrives in a team environment

Benefits

• Excellent health, dental, and vision benefits
• 401(k) with up to 4% company match
• 16 weeks paid parental leave (regardless of gender)
• Flexible time off policy
• Flexible spending account for healthcare and dependent care
• Life and disability insurance