Who We Are

Headquartered in Los Angeles with additional offices in West Des Moines, IA, and Hanover, MD, Docupace is a premier provider of secure and federal and state law compliant electronic processing platforms for financial institutions and the wealth management industry. The company pioneered and implemented a web-based straight-through processing platform that helps financial services firms meet SEC/FINRA compliance requirements. As a leading provider of cyber security services, Docupace also helps Broker-Dealers and financial services firms become cyber secure by assessing vulnerabilities, correcting potential gaps, and providing ongoing monitoring.


Docupace offers competitive benefits to our full time employees including Medical, Dental and Vision Insurance, FSA, Life Insurance, AD&D, STD, LTD, a 401k plan, Unlimited PTO and Telecommuting.

Position Description

The Technical Support Representative is responsible for delivering superior customer service to 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.

Responsibilities/Duties

  • Research, resolve and respond to internal and external inquiries.
  • 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.

Attributes

  • Excellent problem solving, communication, and interpersonal skills.
  • 2+ years of related customer service experience.
  • Experience supporting desktop applications, preferably financial service apps, CRM, EDM, etc.
  • MS Office application experience.
  • Previous Helpdesk support for Mac/PC is a plus
  • Knowledge of financial services industry is a plus.
  • Knowledge of document management, imaging and workflow is a plus

Education and Experience

  • 1-3 years of similar experience
  • Bachelor's Degree preferred
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