Enterprise Support Specialist

DocMagic•Torrance, CA

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, adaptability to evolving technology, and a friendly, positive approach when assisting customers and working with colleagues. The Specialist follows departmental policies and procedures in support of the company’s vision. The position involves answering calls, managing assigned tickets, documenting and resolving client-reported issues, and coordinating with other departments when further research is needed. The Specialist takes ownership of tickets, works toward prompt resolutions, keeps clients consistently informed of status and delays, maintains current application and technical knowledge, and participates in calls with Enterprise clients.

Requirements

Mortgage industry experience and knowledge.
Two years of experience as a funder, processor, underwriter, doc-drawer, or in a related field.
Two years of customer service experience.
Two years of experience using Excel, Word, PowerPoint, and Outlook.
Excellent verbal and written communication skills.
Strong organization, attention to detail, time management, and ownership of responsibilities.
Ability to work under time limits, handle multiple tasks concurrently, and prioritize responsibilities.
Strong problem-solving skills and sound judgment and decision-making skills.
Ability to maintain a positive, friendly manner and collaborate effectively with others.

Nice To Haves

Salesforce experience.

Responsibilities

Deliver excellent verbal and written customer service to 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, including detailed notes.
Coordinate with other departments when additional research or assistance is needed to resolve an issue.
Take ownership of queued tickets 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 notify clients of delays against set due dates and explain the reason.
Attend weekly, monthly, or quarterly calls with Enterprise clients.
Collaborate with peers and colleagues across the company and build strong working relationships.
Complete assignments on time or advise in advance when delays are expected.
Manage competing tasks, prioritize responsibilities, and use sound judgment to identify and correct problems.
Look for opportunities to innovate and develop better solutions for the job, department, and company.
Perform other duties as assigned; duties and responsibilities may change with or without notice.