Enterprise Support Specialist

DocMagic • Torrance, CA

7d

About The Position

The Enterprise Support Specialist provides effective and efficient service to internal and external top-tier customers. The role requires in-depth mortgage industry knowledge and an openness to learning evolving technology. The Specialist is expected to maintain a friendly, positive attitude when answering calls, assisting customers, and working with colleagues, while following department policies and procedures to support the company vision. The position may also involve other duties as assigned, and duties, responsibilities, and activities may change at any time with or without notice.

Requirements

• Mortgage industry experience and knowledge.
• At least 2 years of experience as a funder, processor, underwriter, doc-drawer, or in a related field.
• At least 2 years of customer service experience.
• At least 2 years of experience working with Excel, Word, PowerPoint, and Outlook.
• Excellent verbal and written communication skills.
• Well-organized and extremely detail-oriented, with willingness to take ownership of responsibilities.
• Strong time-management, organizational, and communication skills.
• Sound judgment and decision-making skills.
• Ability to handle multiple concurrent tasks, prioritize responsibilities, and work within time limits.
• Strong problem-solving skills and ability to identify and correct situations.
• Ability to maintain a positive, friendly attitude and work collaboratively.

Nice To Haves

• Salesforce experience.

Responsibilities

• Provide excellent verbal and written communication when assisting internal and external customers.
• Answer phone calls as needed and manage assigned open tickets.
• Document and resolve client-reported issues by phone and in the DocMagic ticketing system, adding detailed notes and coordinating with other teams when additional research or support is required.
• Take ownership of tickets in the queue and work toward quick resolutions that satisfy customers.
• Provide clients with consistent status updates throughout the resolution process.
• Maintain current knowledge of application-level and technical components and develop subject matter expertise.
• Proactively inform clients of delays to established due dates and explain the reasons.
• Attend weekly, monthly, or quarterly calls with Enterprise clients.
• Collaborate with peers and colleagues across the company to build strong working relationships.
• Complete assignments on time or advise in advance when delays are expected.
• Manage time and competing tasks, prioritize responsibilities, and work within time limits.
• Use sound judgment and problem-solving to identify and correct situations.
• Seek opportunities to innovate and create better solutions for the role, department, and company.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed