Technical Support Representative I

DocMagic•Torrance, CA

About The Position

The Technical Support Representative 1 serves as the initial point of contact for primary technical support inquiries. This role focuses on resolving straightforward issues, providing excellent customer service, and escalating complex problems to higher support tiers as needed.

Requirements

1–2 years of experience in a technical support or customer service role.
Detail-oriented, excellent at following documentation and checklists.
Familiarity with troubleshooting processes and basic technical terminology.
Strong verbal and written communication skills.
Ability to quickly learn and adapt to new technologies and tools.
Experience with ticketing systems such as Salesforce and Jira.
General knowledge of SaaS platforms and cloud-based technologies.
Familiarity with understanding and working with XML data structures.

Nice To Haves

Knowledge of the mortgage finance industry is a highly desirable qualification.

Responsibilities

Provide first-level support for routine technical issues via phone, email, and chat.
Troubleshoot technical issues related to software usage, account access, and service functionality.
Document customer interactions in the support ticketing system, ensuring accuracy and completeness.
Assist internal DocMagic employees with technical issues, including authentication and testing configurations.
Follow standard troubleshooting protocols to identify and resolve common software and system issues.
Assist customers with basic setup, configuration, and product navigation.
Escalate unresolved or complex issues to Technical Support Representative 2 or higher, ensuring all relevant details and troubleshooting steps taken thus far are included.
Contribute ideas and solutions to streamline support operations and improve response times.
Document key processes and contribute to the ongoing maintenance of DocMagic's reference materials.
Communicate effectively with Development by creating clear and accurate Jira tickets that follow the established ticket writing guidelines.
Manage and prioritize multiple and often competing tasks.