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Technical Support Representative ID-8408

March 19, 2025

Who is DocMagic

DocMagic is the leading provider of digital solutions for the eMortgage industry, including regulatory compliance, document generation, eSignature, and complete eClosings. DocMagic has been solving the mortgage industry's toughest challenges with innovative technology solutions since 1987. Today, we continue to lead the industry with award-winning proprietary software, mobile apps, and web-based solutions. Recent awards include HousingWire naming DocMagic a 2025 Tech100 winner for the 13th year in a row, recognizing our innovation in digital lending and our impact on the industry, as well as key employees receiving HousingWire Tech Trendsetter and Vanguard awards.

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Why Work at DocMagic

At DocMagic, our culture is built on teamwork, innovation, and collaboration, which contribute to our reputation for excellence. We are committed to living these values every day. We offer competitive benefits, including comprehensive health coverage, paid time off, company-paid holidays and a 401K with company matching. We also offer on-site wellness classes, snacks and monthly food trucks. But it is not all about work; we believe in building connections, from team-building activities to our employee gatherings, we love coming together to celebrate. Join us and be a part of a team that values innovation and is committed to shaping the future of work.

Position Summary

The Technical Support Representative handles more complex technical issues, serves as an escalation point for Technical Support Representative 1, and supports process improvements by identifying trends in recurring issues. The Technical Support Representative 2 balances direct customer support with collaborative troubleshooting and documentation.

Essential Functions

Provide first-level support for routine technical issues via phone, email, and chat.
Resolve intermediate-level technical issues requiring in-depth troubleshooting and system analysis.
Act as an escalation point for Technical Support Representative 1, providing guidance and assistance on challenging cases, ensuring all relevant details and troubleshooting steps taken thus far are included.
Assist internal DocMagic employees with technical issues, including authentication and testing configurations.
Identify patterns in customer-reported issues and recommend updates to knowledge base articles or FAQs.
Provide direction and instruction on best practices and efficient software usage for end users.
Collaborate with cross-functional teams to resolve escalated problems or implement solutions.
Assist with training Technical Support Representative 1 team members on new tools, products, or processes.
Support product testing by providing feedback on technical issues reported by customers.
Communicate effectively with Development by creating clear and detailed Jira tickets that adhere to established ticket writing guidelines.
Proactively identify and communicate to management opportunities for additional tools, training, or process enhancements that could improve team efficiency and customer satisfaction.
Document key processes and contribute to the ongoing maintenance of DocMagic's reference materials.
Take initiative to contribute to special projects as assigned.

Required Qualifications

2–4 years of experience in a technical support or IT role.
Detail-oriented, excellent at following documentation and checklists.
Knowledge of SaaS platforms and cloud-based technologies.
Familiarity with reading, analyzing, and utilizing XML for troubleshooting and configuration purposes.
Strong analytical skills and familiarity with debugging tools or methodologies.
Strong verbal and written communication skills.
Ability to quickly learn and adapt to new technologies and tools.

Preferred Qualifications

Experience mentoring junior team members.
Knowledge of APIs and database systems.
Knowledge of the mortgage finance industry is a highly desirable qualification.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Technical Support Representative ID-8408

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?