Customer Support Specialist

Summary

Join Snapdocs, a rapidly growing company revolutionizing the mortgage market, as a Customer Support Specialist! You will provide exceptional assistance to users of our platform, managing new order submissions, handling phone calls, and responding to emails. This role requires strong communication and problem-solving skills, along with the ability to learn new systems quickly. You'll be a key part of a supportive team, contributing to a positive customer experience and process improvements. We offer excellent benefits, including comprehensive health insurance, 401k matching, generous parental leave, and a flexible time-off policy. If you're a detail-oriented, empathetic individual who thrives in a fast-paced environment, we encourage you to apply!

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
• Act as the first contact point for phone calls
• Leave thorough call notes in Hubspot and communicate with team members working on related orders
• Working out of several queues in Hubspot supporting multiple Snapdocs products and user groups
• Helping ensure we maintain SLAs and escalating issues where needed
• Ensure manual orders are submitted for clients quickly, efficiently, and without error
• Act as the first line of defense for inbound phone calls
• Own the Hubspot email 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: Lenders, Settlement Agents, Escrow Officers, Notaries, and Consumers as needed
• Troubleshoot the suite of Snapdocs products with clients, track issues, and escalate as needed
• Surface common support issues/themes to QA and training team to better identify need for refresher trainings and/or improved new hire training
• Provides helpful feedback regarding our product and processes
• 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
• Ability to multitask, stay focused, and self-manage
• Ability to learn new computer system applications

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