Customer Support Specialist
Snapdocs is a rapidly growing company that is disrupting the residential mortgage market, bringing scalable and sophisticated software to a pillar of the US economy that still relies on fax machines and manila envelopes. Today, 20% of real estate transactions are processed through our platform. Our products rely on carefully designed workflows, AI-based automations, and empathetic user experiences to deliver best-in-class customer experiences. We are backed by investors like Sequoia, Y Combinator, and F-Prime.
We are an innovative team. As we expand our product offering to serve more customers in more ways, we need to grow our team with smart, hungry, and curious people. That’s where you come in…
The Customer Support Specialist is responsible for providing top notch assistance for all users on the Snapdocs platform.There are 3 main areas this person will own:
- New Order Support: Ensure manual orders are submitted into our platform for clients to ensure the other operational teams can manage.
- Phone Support: Act as the first contact point for phone calls. Leave thorough call notes in Hubspot and communicate with team members working on related orders.
Email Support: Working out of several queues in Hubspot supporting multiple Snapdocs products and user groups. Helping ensure we maintain SLAs and escalating issues where needed.
Day to Day Operations Ownership
- 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.
Behaviors/Attributes for ADA and employee relations purposes
- 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
Minimum Qualifications:
- 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
Knowledge/Skills/Competencies:
- 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
Snapdocs strongly values diversity and drive. We want to work with people of different backgrounds and different paths in life, and we trust our team to make smart decisions. This means we value independent work as well as collaboration.
Our benefits include (but are not limited to)
- 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
Snapdocs is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
California residents applying for positions at Snapdocs are subject to our candidate privacy policy. (www.snapdocs.com/california-candidate-privacy)
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