Technical Support Representative

Who is DocMagic

DocMagic is the leading provider of digital solutions for the eMortgage industry, including regulatory compliance, document generation, eSignature, and complete eClosings. DocMagic has been solving the mortgage industry's toughest challenges with innovative technology solutions since 1987. Today, we continue to lead the industry with award-winning proprietary software, mobile apps, and web-based solutions. Recent awards include HousingWire naming DocMagic a 2025 Tech100 winner for the 13th year in a row, recognizing our innovation in digital lending and our impact on the industry, as well as key employees receiving HousingWire Tech Trendsetter and Vanguard awards.

Why Work at DocMagic

At DocMagic, our culture is built on teamwork, innovation, and collaboration, which contribute to our reputation for excellence. We are committed to living these values every day. We offer competitive benefits, including comprehensive health coverage, paid time off, company-paid holidays and a 401K with company matching. We also offer on-site wellness classes, snacks and monthly food trucks. But it is not all about work; we believe in building connections, from team building activities to our employee gatherings, we love coming together to celebrate. Join us and be a part of a team that values innovation and is committed to shaping the future of work.

Position Summary

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

Essential Functions

• 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.

Required Qualifications

• 2-4 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.
• Strong analytical skills and familiarity with debugging tools and configuration purposes.
• 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.
• Knowledge of API's and database systems a plus
• Knowledge of the mortgage finance industry is a highly desirable qualification.

Other Duties

In addition to performing the essential functions of the job, this position may require other duties as assigned. Duties, responsibilities, and activities may change at any time with or without notice.