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