Client Support Specialist - Technical

Overview

Job Purpose

The Client Support Specialist acts as a Mortgage Industry specialist relevant to the use and application of ICE Mortgage Technology and services. The Client Support Specialist delivers resolutions, in a timely manner, and consistently, to address clients' questions and concerns with the user interface, documents, and tools available in the ICE Mortgage product.

Must be able to work 10:00 am to 7:00 pm Central time or 9:00 am to 6:00 pm Mountain time

Responsibilities

* Leverage technical expertise to assist clients in the use of their ICE Mortgage Technology software solutions

* Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned

* Drive service level attainment to departmental standards

* Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates

* Recognize and respond accordingly to systemic customer-impacting problems

* Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the client

* Understand and follow company and departmental guidelines and policies for customer interaction

* Maintain and promote consistent behaviors and delivery across the team

* Manage case backlog to departmental standards

* Effectively use knowledge base, along with all resources available to drive resolution

* Thoroughly and accurately document details of all client interactions in CRM system

Knowledge and Experience

* 3+ years' experience in a customer-facing technical support role or 1 year experience and a bachelor's degree or equivalent

* Demonstrated relevant competency in the following areas - Adobe Acrobat, Microsoft Office products, Windows Desktop including Windows Registry

* Proven effectiveness in a role that requires multi-tasking and strong customer soft skills

* Demonstrated ability to confidently deliver solutions and resolve issues

* Team-oriented, demonstrates a professional and cooperative attitude

* Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed

* Experience working in a SaaS environment

* Familiar with Client/Server Architecture and network troubleshooting tools such as Telnet, Trace route or Ping

* Familiarity with Splunk or other log analyzer tools

* Makes timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly

* Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome in the absence of perfect information; shares information and ideas with others; conscientious listener

* Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback

* Analytical; proactive; creative problem solver

* Bias for action; willingness to affect positive change; adaptable and committed to the success of our customers

* Act with integrity; demonstrate adaptability; execute consistently against job responsibilities

#LI-SF1

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.