Technical Support Specialist

Docupace

November 12, 2024

08:39 AM

Docupace 3636 Westown Parkway. Suite 240. West Des Moines, IA 50266

Company size : 51-200 employees
Job Type & Title : Remote
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About Company:
Docupace is a leading digital operations technology provider that simplifies how wealth management firms process and digitize data, increasing efficiency, productivity, and profits. With the secure, cloud-based Docupace Platform, the Docupace team provides a suite of digital solutions that helps broker-dealers, RIAs, and their advisors streamline and automate client onboarding, document management, advisor transitions, Regulation BI, cybersecurity, and other critical workflows while maintaining SEC and FINRA compliance. With headquarters in Holmdel, New Jersey, Docupace is proud to serve a variety of firms, including some of the largest in the financial services industry, through a combination of proven technology and hands-on service.
Skills: Communication Customer Service Customer Support Deductive Reasoning Logical Approach SQL Service-Level Agreements (SLA) Technical Support Technical Understanding Troubleshooting

The Technical Support Specialist provides the best guidance, support, and product experience to the Customer Care Team and Docupace clients. As a Technical Support Specialist, you will be able to provide technical guidance, information, and procedural advice on complex service issues requiring knowledge of our Docupace Platform, financial services, and internal business processes. The technical support specialist will handle all support issues that Tier 1 Customer Support Specialists do not resolve. You will be responsible for completing the problem, even if it is assigned to other contributors. This is a more technical position while reporting to the Vice President of Support and Training. You will be working in a team environment across all internal departments, along with some external client interaction and third-party vendors.

At Docupace, we measure our success by our customers' success. We collaborate with our customers to help them leverage their use of our products for maximum impact. We ensure that all our customers are satisfied and advocates of our products. Our teammates are crucial to providing observations and insightful customer feedback so we can continuously improve the user experience and consistently exceed expectations.

Essential Duties/Responsibilities :

Work within the SLA boundaries and escalate when SLA will not be met.
Work with the Tier 1 Support Managers to gather the necessary details needed to reproduce and investigate.
Learn and develop a technical understanding of the system and site workflow.
Build knowledge of the sites to replicate, reproduce, and troubleshoot client issues.
Become an expert on essential and intermediate-level issues that clients face.
Provide system analysis, research, development, and testing activities.
Identify gaps in original requirements and provide a fix.
Communicate with Engineering, SRE, and others when unable to resolve for additional guidance.
Provide troubleshooting and fixes with any data file loads.
Own issues from start to finish and report to Tier 1 Customer Support Specialist with updates.
Additional Support responsibilities may be assigned.

Minimum Education, Skills, and Experience:

3-5 years of technical customer support experience, preferably previous Docupace experience.
Financial Services Experience a plus
Working JIRA and confluence experience
Knowledge of Data File loads
A logical approach to troubleshooting and deductive reasoning.
Able to understand and communicate the technical details when interacting with other teams and clients.
Minimal experience in any scripting language, python, bash JavaScript, etc.
Basic understanding of SQL.
Good communication skills in English
Good writing skills in English
Experience with Excel and Word

Physical Demands and Working Conditions:

Sit – Frequent
Stand- Occasional
Walk - Frequently
Lift/Carry 0-20 pounds – Occasional
Lift/Carry over 0-20 pounds - Occasional
Kneel/crouch, bend and /or stoop repeatedly - Occasional

Docupace

3636 Westown Parkway. Suite 240. West Des Moines, IA 50266

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