Enterprise Support Specialist

Enterprise Support Specialist Who is DocMagic DocMagic is the leading provider of fully compliant document generation, automated compliance, eSignature, and comprehensive eMortgage solutions for the mortgage industry. DocMagic has been solving the mortgage industry's toughest challenges with innovative technology solutions since its inception. Founded in 1987, DocMagic has continued to develop award-winning software, mobile apps, and web-based solutions for the production and delivery of compliant loan document packages. DocMagic’s culture is built on values like teamwork, innovation, and collaboration which has been one of the reasons for our continued recognition and reputation for excellence. We are committed to living these values every day. Why Work at DocMagic Would you like to have a job where your contributions are valued, and you can truly make a difference? What about working in a collaborative environment with great coworkers in an award-winning office setting that has been recognized for its architecture and interior design? DocMagic was most recently named to the Inc. 5000 list of fastest-growing private companies in the U.S. and is continuing to grow! DocMagic was also named to HousingWire’s 2021 Tech100 Mortgage list, which recognizes the mortgage industry’s most innovative and impactful companies as well as was recently honored with Mortgage Professional America (MPA) Magazine’s 5-Star Mortgage Technology Provider Award. We are really doing some incredible, amazing things and looking for someone motivated to be a part of this journey. Position Summary The Enterprise Support Specialist will provide effective and efficient service to internal and external top-tier customers. This position must have in-depth knowledge of the mortgage industry and not be afraid of learning new, evolving technology. The Specialist must have at all times, a friendly and positive attitude when answering calls, assisting customers, and in the work environment. This position will follow the policies and procedures of the department to drive the company vision. Essential Functions Deliver world-class service by providing excellent verbal and written communication skills when working with internal and external customers. Responsible for answering phone calls as needed and managing all assigned open tickets. Responsible for documenting and resolving client-reported issues over the phone and within the DocMagic ticketing system, providing detailed notes; will coordinate outside of Enterprise if additional research or another department is required to help resolve. Take ownership of tickets in queue and provide a quick resolution to the customer’s satisfaction. Always provide an updated status to clients by ensuring proper and consistent communication during the resolution process. Always maintain and be current on application level and technical components to become a subject matter expert. Proactively communicate with clients about any delays on set due dates and provide reasoning. Attend weekly, monthly or quarterly calls with Enterprise clients Other Skills Works as a team player and builds strong working relationships by collaborating with peers, and those across the company. Work in a positive friendly manner at all times and inspire the company’s culture. Must be well-organized, extremely detail-oriented, and willing to take ownership of responsibilities. Completes assignments on time or advises in advance of delays. Excellent time management, organizational, and communication skills. Exercises sound judgment and decision-making skills. Work well under time limits, handle multiple tasks concurrently, and prioritize responsibilities. Strong problem-solving skills with the ability to identify and correct situations. Takes risks to innovate and create better solutions for the job, department, and company. Required Qualifications Mortgage industry experience and knowledge 2 years experience as Funders/Processors/Underwriters/Doc-Drawers or related field. 2 years of customer service experience. 2 years experience working with Excel, Word, PowerPoint, and Outlook. Salesforce experience a plus Other Duties In addition to performing the essential functions of the job, this position may require other duties as assigned. Duties, responsibilities, and activities may change at any time with or without notice. #zr