Who We Are


Docupace Technologies is a technology company built for the financial services and wealth management industry. For over 20 years, we have dedicated our resources to solving some of the most frustrating and time consuming problems faced daily by advisors, broker-dealers and RIAs.


Our team is built from a diverse set of talents: software developers, technology leaders, professional services delivery, client services geniuses that all come together to make us the leader in digitizing and automating document management, transactions, workflow integrations and API's. This role can be a remote based role and may require travel to our offices or client sites.


Docupace offers competitive benefits to our full-time employees including Medical, Dental and Vision Insurance, FSA/HSA, Life Insurance, AD&D, STD, LTD, Flexible Paid Time Off and 401k plan.



Position Summary

The Customer Care Support Representative has the overall responsibility of providing the best support and product experience for Docupace clients.  As a customer care support representative, you will provide technical guidance, information and procedural advice on a variety of complex service issues requiring knowledge of financial services business processes within the Docupace suite of services. You will be working in a team environment with client and technical resources as well as 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. Our Customer Care Support team provides consulting services and technical support on-site and over the phone support. We ensure that all our customers are satisfied and are advocates of our products. Our customer support reps are the eyes and ears of our company and provide insightful customer feedback so we can improve the user experience and make it one that consistently exceeds expectations.


Responsibilities/Duties

  •   Research, resolve and respond to internal and external inquiries.
  •   Perform complex troubleshooting; manage resolution of complex issues to include, escalation, system testing, strategy sessions and distribution of knowledge
  •   Act as point of escalation for technical questions including internal and external department inquiries to facilitate the rapid deployment of customers’ applications.
  •   Identify trending issues for customers and internal employees that may require escalation.
  •   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 and provide ad-hoc training, as required.
  •   Proactively test new feature releases, analyze and provide feedback on 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

Attributes

  •   Excellent written and oral communication skills
  •   Able to actively take part in meetings and conferences and communicate effectively
  •   Able to facilitate and lead meetings when necessary
  •   Able to work and communicate with all levels of the organization
  •   Well versed in multitasking and working through multiple projects simultaneously
  •   Strong attention to detail and task completion 

 

Education and Experience

  •   Bachelor’s degree preferred
  •   1-5 relevant work experience in business analysis and/or customer relations
  •   Experience with advanced troubleshooting technical solutions with Internet technologies helpful
  •   Experience with Jira or Salesforce ticketing
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