Customer Service Representative

Customer Service Representative I

The Customer Service Representative I provides first-line support to customers using DocMagic products and services. This role responds to product and workflow questions, performs initial troubleshooting, documents findings, and guides users through software processes. Success requires strong technical aptitude, the ability to learn complex applications quickly, and confidence navigating multiple systems in a fast-paced fintech and SaaS environment. Mortgage industry knowledge is helpful but not required.

Essential Functions

• Provide telephone, email, chat, and ticket-based support for customer questions regarding DocMagic products, services, and software workflows.
• Navigate multiple applications, browser windows, customer records, and internal resources simultaneously while assisting users in real time.
• Perform initial troubleshooting by gathering facts, reviewing account and system information, reproducing reported behavior when appropriate, and following established diagnostic steps.
• Research issues and identify whether the likely cause is user error, expected system functionality, configuration, data entry, or a matter requiring escalation.
• Guide customers through software navigation, settings, document processes, and established product workflows using clear, step-by-step instructions.
• Create accurate and complete support tickets describing the issue, customer impact, troubleshooting performed, evidence collected, and next steps.
• Escalate unresolved or potentially technical issues with sufficient detail for Technical Support, Product, Compliance, Forms Programming, or other internal teams.
• Maintain working knowledge of assigned DocMagic products, releases, procedures, and support resources through training and independent learning.
• Monitor assigned queues, prioritize requests appropriately, and meet departmental standards for responsiveness, documentation, schedule adherence, and follow-through.
• Recognize recurring customer questions or issue patterns and communicate observations to the appropriate team or supervisor.
• Protect confidential customer, borrower, and company information by following applicable security and data-handling procedures.

Required Qualifications

• 3+ years of customer service, call center, technical support, or software support experience.
• Demonstrated technical aptitude and ability to learn and navigate new software systems quickly.
• Working knowledge of web-based applications, browsers, email, file navigation, and common productivity tools.
• Ability to follow technical procedures, apply logical troubleshooting steps, and determine when an issue should be escalated.
• Proficiency with Microsoft Outlook and Word and working knowledge of Excel.
• Ability to manage multiple active tasks accurately in a structured, queue-based, and fast-paced support environment.
• High school diploma or equivalent

Preferred Qualifications

• Experience supporting a SaaS, fintech, financial services, or other technology-enabled product.
• Experience using Salesforce, a CRM, a ticketing platform, live chat, or a knowledge base.
• Familiarity with mortgage terminology, loan disclosures, or mortgage document workflows.
• Experience using mortgage technology platforms such as Encompass, Byte, Calyx, or DocMagic.

Other duties

In addition to the primary responsibilities, this position may involve other duties as assigned. Job duties, responsibilities, and activities are subject to change at any time, with or without notice.