Technical Support Representative
Posted on Thursday, May 5th, 2011 in Careers.
Location: Los Angeles
The Technical Support Representative is responsible for delivering superior customer service to Docupace clients. The representative provides technical guidance, information and procedural advice on a variety of complex service issues requiring knowledge of financial services business processes with corresponding technology. A candidate for this position must be a quick learner and possess exceptional research and analytical skills.
Additional Responsibilities
- Research, resolve and respond to internal and external inquiries related to the Docupace solution.
- Respond to client daily inquiries relating to products and services, complete investigations or inquiries in a timely manner.
- Build and maintain relationships with client contacts and assume ownership for client matters until resolved.
- Participate in client service reviews, e-conferences, conference calls and other related customer service activities.
- Participate in ad-hoc training, as required.
- Analyze and recommend ways to improve the efficiency of service, create internal and external procedures to help improve and maintain the quality and efficiency of services offered.
- Participate in project reviews and perform other duties as assigned by manager.
- Add, maintain and track all client interactions within help desk system.
Requirements
- Excellent problem solving, communication, and interpersonal skills.
- 3+ years of directly related customer service experience.
- BA/BS College degree or equivalent work experience.
- Experience supporting desktop applications, preferably financial service apps, CRM, EDM, etc.
- MS Office application experience.
- Knowledge of financial services (Broker Dealer/RIA) industry is a plus.
- Knowledge of document management, imaging and workflow is a plus.
If you are interested in this position, please contact hr@docupace.com and referenceTechnical Support Rep.