We are looking for a Customer Care Support Representative In Des Moines, IA; you will have the option to work a hybrid schedule after training.

Who We Are

Docupace Technologies is an award-winning 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 diverse talents: software developers, technology leaders, professional services delivery, and client services geniuses that all come together to make us the leader in digitizing and automating document management, transactions, workflow integrations, and API's.

Summary of Position:

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 complex service issues requiring knowledge of financial services business processes within the Docupace suite of services. You will work in a team environment with client and technical resources 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. Our Customer Care Support team provides consulting and technical support on-site, chat, and over-the-phone support. We ensure that all our customers are satisfied and advocate for 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.

Essential Duties/Responsibilities:

• Research, resolve, and respond to internal and external inquiries.
• Perform complex troubleshooting; manage the 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 clients' daily questions about products and services and complete investigations and/or inquiries in a timely manner.
• Build and maintain relationships with client contacts and assume ownership of client matters until resolved.
• Participate in client service reviews, virtual 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 improving service efficiency, and 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 the manager.
• Add, maintain, and track all client interactions within the help desk system.
• Respond to clients via Omni Channel (chat, video, and call)

Minimum Education and Experience:

• Bachelor’s degree preferred or equivalent work experience
• 1-5 years of relevant work experience in business analysis and/or customer relations
• Experience with advanced troubleshooting technical solutions with Internet technologies is helpful
• Experience in broker-dealer/RIA business preferred
• Experience in Financial Services preferred
• Experience in Call Center environment
• Must be local (Hybrid) – 3 days a week in Des Moines Office

Knowledge, Skills, and Abilities:

• Excellent written and oral skills
• Able to actively take part in virtual 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
• Ability to travel to client locations as required, approximately 25% travel (post-pandemic)

Reporting Structure:

• Customer Care Support Manager
• Title of this role: Customer Care Support Representative

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 stoop repeatedly – Occasional

Travel: Estimated % of the time required to travel – 10% or less (post-pandemic)

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of employees within this function. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications employees require to do this job. Additionally, this document is not an employment contract. The company reserves the right to modify job duties or job descriptions. Disclaimer: Applicants and employees who require reasonable accommodation to complete the duties and responsibilities described above should notify Human Resources.