Client Support Specialist II

Analyst, Client Services Operations

The Analyst, Client Services Operations is responsible for resolving client issues, supporting incident response activities, and delivering consistent, high-quality operational support. This role focuses on execution, technical troubleshooting, and customer communication.

• Follow established incident management and escalation procedures
• Participate in incident response activities such as triage, diagnostics, and customer updates
• Resolve client service requests and incidents within defined SLAs
• Provide technical troubleshooting across ICE Mortgage Technology platforms and integrations
• Document resolutions clearly within ticketing systems and contribute to knowledge base updates
• Communicate professionally with clients regarding issue status, next steps, and resolutions
• Collaborate with peers and technical teams to identify root causes of recurring issues
• Support quality assurance by validating fixes and workarounds
• Maintain accurate case documentation and operational records
• Continuously expand product knowledge and operational proficiency

• 2+ years of experience in technical support or client operations
• Encompass experience a plus
• Strong understanding of SaaS operations and client support workflows
• Working knowledge of incident response, ticketing systems, and escalation paths
• Proficiency with Windows desktop environments and basic networking concepts
• Strong troubleshooting, communication, and documentation skills
• Customer-focused and execution-oriented