Customer Support Associate

Summary

Join Snapdocs, a rapidly growing company revolutionizing the mortgage market, as a part-time Customer Support Associate! You will play a vital role in ensuring smooth order processing and providing exceptional support to our clients. This position involves managing inbound calls and emails, handling order creation, and resolving customer inquiries. You'll need strong communication skills and customer service experience. We offer a supportive team environment and excellent benefits, including comprehensive health insurance, 401k matching, generous parental leave, and a flexible time-off policy. If you're detail-oriented, empathetic, and thrive in a fast-paced setting, we encourage you to apply!

Requirements

• High school diploma
• 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
• Provide 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
• Maintain regular and punctual attendance
• Work overtime as assigned
• Work cooperatively with others
• Work in a remote (quiet environment)
• Have a functioning high-speed internet connection
• Comply with all company policies and procedures
• Show up to meetings on time, ready to listen & participate
• Manage a calendar/schedule and raise 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