Client Support Specialist - Technical

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, Traceroute 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

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